SIAM Service & Change Manager

Valleysoft | Center of Excellence is a regional IT services provider based in Riyadh, serving clients globally since 2006. The company collaborates with global partners like SAP to address diverse business and technical challenges, from enterprise application development to process management. Valleysoft's vendor-neutral and process-oriented approach, coupled with operational maturity, ensures high-quality and cost-effective services for clients.

We are looking for a skilled SIAM Service & Change Manager to join our team at Valleysoft. In this role, you will be responsible for managing service delivery and change processes within the Service Integration and Management (SIAM) framework. This includes overseeing changes to services, ensuring that service delivery meets clients' needs, and facilitating communication between various stakeholders.

The ideal candidate will have a strong background in service management and change management within a SIAM context. They should possess excellent organizational and communication skills to coordinate between different service providers and internal teams effectively. If you thrive in a dynamic environment and are committed to delivering exceptional service, we invite you to apply!

Responsibilities

• Manage the end-to-end service delivery process within the SIAM framework, ensuring all services meet client expectations.
• Lead change management activities, ensuring that all changes are assessed, planned, communicated, and implemented effectively.
• Facilitate change advisory board (CAB) meetings and ensure changes are approved and documented according to the established procedures.
• Coordinate with various stakeholders, including service providers, internal teams, and business units, to ensure effective communication and collaboration.
• Conduct impact assessments for proposed changes and communicate risks and implications to relevant stakeholders.
• Monitor service performance and delivery to ensure compliance with SLAs and service quality standards.
• Prepare and present reports on service delivery performance and change management activities to senior management.
• Identify opportunities for service improvement and recommend changes based on performance metrics and client feedback.
• Provide training and guidance to team members and other stakeholders on service management and change management processes.

Requirements

• Bachelor's or Master's degree in Information Technology, Computer Science, or related field.
• Minimum of 7 years of experience in service management and change management, with a focus on SIAM preferred.
• Strong understanding of ITIL frameworks and service management processes.
• Proven experience managing service delivery and coordinating change management activities.
• Excellent communication, negotiation, and interpersonal skills.
• Strong analytical skills with the ability to assess risks and impacts of changes.
• Experience in facilitating meetings and managing cross-functional teams.
• Relevant certifications in ITIL, Change Management, or SIAM are a must.
• Customer-focused with a commitment to continuous improvement.

Skills:

• Excellent organizational and multitasking abilities.
• Ability to manage priorities and deliver results under tight timelines.
• Strong leadership skills, with experience managing teams.
• Supporting the Change Enablement and Service Request Management practices, this manager ensures that all changes and service requests are governed and coordinated across multiple vendors. Their primary goal is to minimize risk and disruption while facilitating the successful implementation of changes, aligning with the " ITSM " value chain activity.