Department: Group Service Management Team
We are seeking for a Service Integration & Management (SIAM) Manager who will be responsible for overseeing the end-to-end delivery of integrated IT services across multiple service providers. This role ensures that services meet the agreed-upon SLAs and KPIs, and drives continuous improvement in service quality and efficiency.
The SIAM Manager leads a team of direct reports, including the Configuration & Asset Management Leader, Service Level Management Leader, and Incident & Problem Leaders, to ensure seamless service integration and management across multiple suppliers and internal teams. The SIAM Manager acts as the primary point of contact for service issues, maintains strong relationships with internal and external stakeholders, and aligns SIAM strategies with business objectives.
YOUR NEW KEY RESPONSIBILITIES:
• Service Delivery Management:
o Ensure reliable and consistent delivery of services according to SLAs and KPIs, across both external vendors and internal teams.
o Oversee the integration of new service providers into the SIAM model, managing service transition activities to ensure new or changed services are effectively integrated.
• Stakeholder Management:
o Act as the main contact for all service-related issues, maintaining strong relationships with both internal teams and external service providers.
o Facilitate effective communication and collaboration among all stakeholders, ensuring alignment between service providers and business objectives.
• Process Monitoring & Improvement:
o Continuously monitor and refine service management processes to enhance service quality and operational efficiency.
o Lead the development and implementation of plans to align SIAM activities with overall business goals and objectives.
o Establish a lifecycle for continuous improvement, promoting a culture of innovation and enhancement within the SIAM team.
• Team Leadership & Development:
o Lead and develop the SIAM team, fostering a high-performance culture and ensuring the team is equipped to meet service delivery goals.
o Provide mentorship and guidance to direct reports, supporting their professional growth and ensuring alignment with SIAM strategies.
• Strategic Planning:
o Develop and maintain a SIAM roadmap and strategy that is aligned with the organization’s business objectives.
o Ensure continuous alignment between SIAM processes and evolving business needs, adjusting strategies and plans as necessary.
• Budget & Resource Management:
o Manage the SIAM budget, ensuring optimal use of resources to support service delivery and strategic initiatives.
o Oversee the allocation and utilization of resources within the SIAM team to ensure efficient service management.
• Performance Measurement & Reporting:
o Design and implement a framework for measuring and reporting on the performance of the SIAM function and the managed service providers.
o Regularly review and report on SLAs, KPIs, and service effectiveness to senior management and stakeholders.
ARE THESE YOUR SECRET INGREDIENTS?
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience (7+ years) in service integration and management, with at least 3 years in a leadership role within a SIAM or similar environment.
• Strong understanding of SIAM principles and experience working in a multi-vendor ecosystem.
• ITIL v4 certification is required; additional certifications in SIAM, IT4IT, or related areas are preferred.
• Excellent leadership, communication, and stakeholder management skills.
• Experience with IT Service Management (ITSM) tools such as ServiceNow or BMC Remedy.
• Strong analytical skills with the ability to monitor performance and implement improvements.
• Ability to manage budgets and resources effectively.
ABOUT YOUR NEW TEAM:
We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.
We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.
We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don’t have the perfect experience. We have faith in what every person can be.
And although we have so much to be proud of, we always stay humble. We believe the real magic happens – for us and for you – when we OPEN UP.
AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE
At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.
