SIAM SLA and Availability 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 IBM 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.

Valleysoft | Center of Excellence is seeking a dedicated and experienced SIAM SLA and Availability Manager to join our team. In this role, you will be responsible for managing Service Integration and Management (SIAM) services, focusing on ensuring that Service Level Agreements (SLAs) and availability are clearly defined and consistently met.

The successful candidate will have a strong background in service management, particularly in the context of SIAM. You will work closely with various stakeholders, including service providers and internal teams, to monitor and enhance service performance and availability, ensuring that all services delivered meet client expectations. If you are passionate about operational excellence and have a track record of managing SLAs and availability, we would like to hear from you!

Responsibilities

• Define, monitor, and report on SLAs for all SIAM managed services.
• Ensure and manage service availability through effective coordination with service providers and internal teams.
• Identify and analyze service delivery issues, incidents, and trends to implement proactive measures for improvement.
• Collaborate with stakeholders to develop and maintain effective service performance KPIs and metrics.
• Facilitate regular service review meetings to discuss performance, issues, and areas for improvement.
• Prepare reports on SLA performance and availability metrics, presenting findings to senior management and other stakeholders.
• Ensure compliance with established standards, policies, and service management best practices.
• Provide support during audits, ensuring all relevant documentation is maintained and available.
• Act as the point of contact for service providers with regard to SLA performance and availability-related concerns.
• Develop and deliver training on SLA management and service availability concepts to internal teams and new hires.

Requirements

• Bachelor's or Master’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 8 years of experience in service management, with a focus on Service Integration and Management (SIAM) preferred.
• Proven experience in managing SLAs and ensuring service availability.
• Strong understanding of ITIL frameworks and service management processes.
• Demonstrated ability to analyze and resolve service delivery issues effectively.
• Excellent communication and interpersonal skills, capable of collaborating with various stakeholders.
• Experience in conducting service reviews and preparing performance reports.
• Strong analytical and problem-solving skills.
• Relevant certifications in service management (e.g., ITIL, SIAM) are a Must.
• Customer-focused attitude with a commitment to continuous improvement.

Skills:

• Strong understanding of SLA management and service availability concepts.
• Ability to define and track service level metrics.
• Excellent organizational and multitasking skills.
• This role is centered on the Service Level Management and Availability Management practices. They are responsible for monitoring, and reporting on service performance across all applications. By managing SLAs, they ensure that the services meet business needs and contribute to the "Engage" and "Plan" value chain activities.

Benefits