Service Integration and Management (SIAM) Lead

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

The Service Integration and Management (SIAM) Lead will be work on customer site, governing and coordinating a key customer’s multi-vendor service environment. You’ll build strong relationships with the customer, suppliers and Datacom teams. 

You’ll provide a clear end-to-end view of service performance, hold all parties to account and simplify the multi-provider model for end users, with a number one focus on improving user and business experience. 

The successful candidate must be an Australian Citizen and be eligible to obtain and maintain Australian Baseline security clearance. 

Our office is based in Sydney. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. We therefore leave it to you and the team you join to figure out what works best!

What you'll do

At the moment, as Service Integration and Management Lead you will be focused on:

• Govern and orchestrate the multi-vendor ecosystem as the customer’s impartial integrator. 

• Uphold the partnership framework and shared accountability model. 

• Onboard suppliers consistently into the SIAM model. 

• Chair governance forums and provide an aggregated view of service performance. 

• Build positive relationships with the customer, suppliers and Datacom account teams. 

• Coordinate cross-provider incidents, problems, changes and requests. 

• Follow up supplier Major Incident PIR and Problem actions. 

• Ensure common processes are applied impartially across all providers. 

• Lead the SIAM team and support customer and end-user satisfaction outcomes. 

• Manage service risks, dependencies, supplier issues and compliance activities. 

• Support operational readiness for new or changed SIAM supplier services. 

• Drive continuous improvement, transparent reporting and governance maturity. 

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders' changing requirements and this can mean we evolve in our roles to meet those needs.

What you'll bring

Required experience:

• 5+ years of related experience in Service Management, with tertiary education in a relevant technical field. 

• Strong Service Management knowledge, with proven SIAM or multi-vendor integration experience. 

• Experience leading a service integration function in a multi-provider environment. 

• Demonstrated experience in leading people and teams. 

• Strong business acumen and ability to manage complex issues. 

• Impartial facilitation and dispute resolution skills. 

• Excellent customer, supplier and executive stakeholder management skills. 

• Strong negotiation, influencing, analytical and problem-solving skills. 

Nice to have:

• Bachelor’s degree in Business, IT, Science, Engineering, Economics or a related discipline. 

• SIAM Foundation or Professional certification, such as BCS or EXIN, and ITIL 4 certification. 

• Experience working with Australian Government or large enterprise customers. 

• Experience supporting large tenders, service transitions and Operational Readiness activities. 

• Familiarity with vendor management practices, governance forums and commercial compliance in large enterprise environments. 

• Proven ability to drive continuous improvement, transparent reporting and service governance maturity. 

Why join us here at Datacom?

Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size.

It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.