Matrix42

Job description

Role Summary: CGI is seeking a highly experienced SIAM Lead to act as the "Control Tower" for a major European FMCG client (Fazer) undergoing a massive IT transformation. The client is transitioning from a fragmented, multi vendor IT landscape to an integrated, AI driven, and highly automated operating model. The SIAM Lead will have end to end accountability for cross tower service delivery, orchestrating workflows between CGI's Global Delivery Centers (Manila L1, APAC L2, Finland Onsite) and 6 8 primary third party SaaS and infrastructure vendors. A critical aspect of this role is governing ITIL processes (via Matrix42) and protecting business continuity during the client's high risk transition from legacy SAP ECC to SAP S/4HANA. Key Responsibilities: 1. Cross Vendor Orchestration & Governance (The Control Tower) . Act as the ultimate point of escalation and accountability for end to end service delivery across a complex multi vendor ecosystem. . Draft, negotiate, and enforce Operational Level Agreements (OLAs) with third party vendors (e.g., SAP, Workday, network providers) to eliminate "grey zones" and ticket ping pong. . Ensure seamless ticket routing and integration between the client's Genesis Cloud omnichannel platform and Matrix42 ITSM system. 2. Major Incident & Problem Management . Command the Unified Major Incident Management (MIM) process for P1/P2 outages. Host cross vendor "War Rooms" bringing together CGI infrastructure teams, application support, and external vendors to drive rapid resolution. . Transition the client from reactive support to proactive operations by championing AI driven Problem Management, ensuring cross vendor Root Cause Analysis (RCA) is completed and actioned. 3. Unified Change Management . Chair the Unified Change Advisory Board (CAB), mandating that all changes executed by any vendor pass through CGI's SIAM governance. . Perform rigorous cross tower impact assessments against the Matrix42 CMDB to prevent integration conflicts, specifically safeguarding the environment during the legacy to SAP S/4HANA "Coexistence Phase." 4. Transformation & Automation Delivery . Drive aggressive continuous improvement targets, specifically executing a roadmap to achieve an 80% First Contact Resolution (FCR) and a 30% reduction in ticket volume over 2 years. . Collaborate with automation engineers to implement Event to Ticket routing (e.g., integrating PRTG monitoring alerts into Matrix42) and zero touch Identity and Access Management (IAM) runbooks. Required Skills & Qualifications: . Experience: 10+ years in IT Service Management, with at least 3 5 years specifically in a SIAM / Multi Vendor Integration leadership role. . Certifications: ITIL v4 Managing Professional (MP) or Strategic Leader (SL) highly preferred. . Tooling Expertise: Deep practical experience with enterprise ITSM platforms. Experience with Matrix42 is a massive advantage. Familiarity with Omnichannel solutions (Genesis Cloud) and monitoring tools (PRTG) is highly desirable. . Transformation Experience: Proven track record of maturing ITIL processes (CMDB build outs, establishing Knowledge Bases) from scratch in a low maturity environment. . Stakeholder Management: Exceptional communication skills with the authority to command compliance from external third party vendors and present metrics to C level client executives. . Technical Context: Strong conceptual understanding of ERP environments (SAP ECC / S/4HANA) and hybrid cloud infrastructures (Azure/On Prem) to effectively govern technical CABs. Success Metrics for this Role: . Zero SLA penalties attributed to cross vendor routing failures. . Achievement of 30% ticket volume reduction via "shift left" and automation strategies. . 100% compliance of third party vendors adhering to the CGI Unified CAB process. Notes for the Recruitment Team: . Please screen specifically for candidates who have managed OTHER vendors. We do not just want an Internal Service Desk Manager; we need an Integrator who knows how to hold external companies accountable to OLAs. . Candidates with experience working with Nordics/European clients and global delivery models (Philippines/India coordination) will be prioritized **Your future duties and responsibilities** **Required qualifications to be successful in this role** **Together, as owners, let’s turn meaningful insights into action.** Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team—one of the largest IT and business consulting services firms in the world.