1. REQUIREMENT TEMPLATE – SIAM

No. of positions

2

Account Name

KB, Metsa

Service Line

SIAM SL

Must have skills - 2 skills which are non-negotiable

SIAM / ITSM

Desirable skills - 1 skill which is nice to have

SIAM

Infosys role

Senior Consultant/Lead Consultant

Desired experience range

10-14years

Location(s) where this position can work out of

Bangalore/Pune/Hyd/Chennai

Does this position require working from client office all or some days in the week? If yes pls provide details To be filled-if have details

Is remote working allowed

Hybrid

Any additional things to be checked

24/7 rotational shifts

Responsibilities and JD in brief along with additional criteria to be considered (if any):

Key Role &

Responsibilities

(ITSM Process Manager)

- Responsible to drive seamless CFS, ITSM process governance and management for global clients spanning across varied industry verticals, geographies. Lead a team of min 5-10 ITSM process managers

- Act as a focal point for the respective process and ensure adherence and compliance to the CFS, ITSM process by all teams, groups and stakeholders involved

- Drive seamless CFS, ITSM process governance collaborating with all technical teams, groups and stakeholders involved in process execution, operations

- Facilitate periodic review meetings with client stakeholders to showcase CFS, ITSM process performance as per agreed frequency

- Collaborate, coordinate with customer suppliers, third party vendors and escalate as appropriate incase of significant delays, SLA breaches etc

- Drive continuous service improvements (CSI) initiatives to uplift the process performance and ensure seamless process execution

- Generate and publish the ITSM reports, dashboards for the respective process with client IT and business stakeholders

- Drive innovations to modernize the process governance and management with adoption and implementation of Gen AI, Agentic AI capabilities





- Responsible to spearhead cross functional services (CFS), IT service management (ITSM) engagements for global clients spanning across varied industry verticals, geographies. Lead a team of min 5-10 ITSM process managers

- Act as a single point of contact for customers and accountable for seamless delivery, operations for CFS, ITSM scope of work

- Liase with customer, internal and external stakeholders to successfully drive transition, transformation and steady state (BAU) operations as part of the engagement.

Mandatory

Skills & Relevant Experience

- Prior experience in ITSM process governance roles (Core ITSM processes) for global clients

- Valuable knowledge of ITIL 4 practices, ITIL V3 process lifecycle operations, delivery

- Good interpersonal skills and client stakeholder management

Professional

Certifications

- ITIL Intermediate, Expert Certified

- SIAM Foundation

- Market leading ITSM product related certifications (if any)

Evaluation

Criteria

- Prior experience in ITSM process governance roles, operations

- Good knowledge on ITIL best practices

- Good communication skills, stakeholder & vendor management in multi-vendor evironment

- Client facing role and collaboration

Key Role &

Responsibilities

(SIAM Lead – Offshore | SIAM Delivery-Focused / Tactical and Operational Role)

- Liase with onsite SIAM lead, internal and external stakeholders to successfully SIAM transformations, steady state (BAU) operations as part of the engagement, SIAM services in scope

- Manage SIAM BAU team,



process managers to drive operational execution across all SIAM functions, services in scope

- Collaborate coordinate with all teams, third party vendors and escalate as appropriate in case of significant delays, SLA breaches etc

- Generate and publish SIAM reports, dashboards for the in scope SIAM process with client IT and business stakeholders as per agreed frequency

- Establish weekly cadence, schedule and conduct service level review and governance meetings with key client stakeholders

- Spearhead implementation, innovations to modernize SIAM process governance and management with adoption and implementation of Gen AI, Agentic AI capabilities

- Ensure that SIAM BAU team onboarded delivers SIAM services in scope for the client meets and delivers contractual obligations

- Ensure that the client is periodically updated, informed on latest technology trends, product and platform details liaising with internal teams, stakeholders for seamless adoption and implementation

- Account mining, proactively identify and explore upstream, downstream new business opportunities within the client management and add revenue growth.

Mandatory

Skills & Relevant Experience

- Prior experience in leading SIAM engagements, delivery for global clients, industry-agnostic

- Good knowledge of SIAM governance framework, operating model

- Good interpersonal skills and client stakeholder management

Professional

Certifications

- SIAM Foundation, Professional Certified

- ITIL V3 Expert Certified

- Market leading ITSM product related certifications (if any)

Evaluation

Criteria

- Prior experience in SIAM process governance roles, BAU operations

- Good knowledge on SIAM best practices

- Good communication skills, stakeholder & vendor management in multi-vendor environment

- Client facing role and collaboration

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