Closed
SIAM Specialist
Tender ID: 472304
Tender Details
Organisation:
Tender #:
16327
Status:
Closed
Publish Date:
2 October 2021
Closing Date:
8 October 2021
Tender Description
This Tender is invited by the Issuer.
The Australian Digital Health Agency is looking for a Service Integration and Management (SIAM) Specialist who is accountable for the Service Integration and Management along with Governance for the management of Service Provider's performance against the contracted and agreed service levels. Responsibilities include, but not limited to:
• Understand business drivers, customer strategy, and act as the face of the customer to the Service Providers
• Understand the overall set up of IT Services and roles played by various Service Providers
• Build/Optimise the SIAM Target Operating Model, align roles, interfaces with the relating functions
• Analyze, understand, and continuously manage interdependencies within the Service Providers for smooth Operations
• Establish and maintain strong, productive, and collaborative relationships with the Service Providers
• Dispute resolution and escalation management to ensure smooth Operations
• Identify potential risks proactively and highlight with Customer and Service Providers for timely mitigation
• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
• Set up required Governance to ensure process and operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers
• Review and agree on current performance levels and trends
• Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools
• Govern the Continual Service Improvement in conjunction with customers' strategy and drive it across Service Providers
• Assist with end-to-end application of ITSM process in the Account
• Assist in training and in Service Management process execution
• Continuous Process Improvement within the Account and assist the Delivery teams in the operation of the ITSM process
• Participate in customer's IT change, security and administration management
• Monitor and provide monitoring and reporting against the Service Improvement Plan elements
Location
Similar Tenders
Active opportunities matching this tender's categories and regions.