Jobs → Customer Support → SIAM Governance & Oversight Lead

About the Role We are seeking an experienced SIAM Governance & Oversight Lead to govern and monitor service integrator performance. This remote contract role requires strong expertise in IT service management, supplier governance, and vendor performance management. Key Responsibilities • Govern and monitor SI partner performance against SLAs, KPIs, and contractual commitments • Develop executive dashboards, governance reports, and performance scorecards • Identify service gaps, operational risks, and improvement opportunities • Drive supplier accountability and corrective action plans • Collaborate with SIAM Leads, Vendor Management, and senior stakeholders • Leverage AI and automation to improve governance and reporting Requirements • 10+ years of overall IT experience • Strong hands-on experience in SIAM, ITSM, and vendor governance • ITIL Foundation certification (mandatory) • Proficiency in ServiceNow ITSM (Incident, Problem, Change, Major Incident, Service Request) • Experience with Power BI for dashboards, reporting, and data analytics • Smartsheet skills (forms, reports, dynamic view, workflows) • Knowledge of SLA, CSL, KPI monitoring and contractual compliance • Advanced MS Excel, PowerPoint, and Word • Familiarity with ServiceNow AI, Microsoft Copilot, AI Agents, and Generative AI • Excellent stakeholder management and executive communication skills