Principal Consultant - ServiceNow SIAM Program Lead - London, UK

Service Integration and Management Lead
Technology / Processes
ITIL, SIAM, ServiceNow, In the role of Service Integration Regional Lead, you will be responsible for orchestrating, governing, and optimizing IT service delivery across multiple SIAM engagements. This role includes pre-sales, high competencies of thought leadership and delivery of high quality SIAM Services to our clients.
The ideal candidate brings strong ITIL expertise, a strong point of view and experience in complex multi-provider environments / operating models, excellent stakeholder management, and the ability to drive service quality, team performance, and continual improvement. You will guide the team technically and work closely with offshore team acting as a communication medium between the client and offshore.

10+ years of experience in IT Service Management, Service Integration.
Strong expertise in ITIL v3/v4, with hands-on experience running ITSM processes.
Proven experience operating within complex multi-provider / outsourced environment.
Strong experience in delivering outcomes across hybrid environments.
Ability to manage stakeholders across technical, operational, and executive levels.
High level proficiency with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell), especially with SLM.
Authored white papers / presentations in reputed ITSMF forums.
Experience facilitating governance forums (CAB, SteerCo, Service Reviews).
Strong background in service reporting, KPI management, or analytics.
Experience driving automation, service improvement, or digital transformation initiatives.
Strong drive and resilience to overcome challenges or setbacks to achieve your team/project/client goals.
Ability to listen, interpret, strategize and consult on complex business processes and technical concepts.
Demonstrated ability to influence and consult with clients, translating technical strategies to business outcomes and vice versa.
Excellent interpersonal skills, customer-centric attitude, and situational awareness.
Ability to work in a fast-paced environment with rapidly changing priorities on multiple projects and initiatives.

Certifications

SIAM Foundation/Professional certification.
Experience building and leading offshore development teams.
At least one CIS certification (in addition to CIS-ITSM) - current or within 6 months of hire.
Consulting / professional services experience.