Practice Lead - SIAM

About the Company:

Headquartered in California, U.S.A., GSPANN provides consulting and IT services to global clients. We help clients transform how they deliver business value by helping them optimize their IT capabilities, practices, and operations with our experience in retail, high-technology, and manufacturing. With five global delivery centers and 2000+ employees, we provide the intimacy of a boutique consultancy with the capabilities of a large IT services firm.

Position: SIAM Practice Lead

Experience: 15 + Years

Strategic purpose of the position:

The SIAM practice lead is accountable for establishing, governing, and continuously improving the enterprise ITSM operating model while owning the strategic direction, architecture, and performance of the ServiceNow platform.

Personal qualifications / competencies:

Strategic leadership, executive communication and influence

Proven ability to lead transformation initiatives and influence senior stakeholders

Communication skills including to executive level

Required Experience:

• 15 years of experience in IT service management.
• 6 years of ServiceNow platform ownership.
• Strong understanding of ITIL practices (V4) as well as Product organizations.
• End-to-end service governance experience.
• Focus on continuous improvement, risk and compliance management.

Job responsibilities:

ITSM Leadership & Governance:

• Define and mature the enterprise ITSM operating model, including governance, policies, service integration frameworks, and supplier management standards
• Coordinates multiple internal teams and third-party providers
• Establish clear service ownership, accountability models, and RACI structures
• Govern service delivery performance, SLA/OLA adherence
• Lead service review boards and continual service improvement initiatives
• Drive end-to-end service performance, resilience, and customer experience

ServiceNow Platform Ownership:

• Own the enterprise ServiceNow vision, strategy, and roadmap
• Govern platform architecture, design standards, and development practices
• Ensure alignment of ITSM, ITOM, ITAM, SecOps, HRSD, and related workflows to business strategy.
• Drive automation, digitization, and workflow optimization across service domains
• Oversee platform upgrades, enhancements, integrations, and technical debt management
• Ensure CMDB integrity, data governance, and integration accuracy

Strategy & Transformation:

• Align IT service management capabilities with enterprise digital transformation objectives
• Lead modernization initiatives and platform standardization efforts
• Identify opportunities to consolidate tools and reduce operational complexity
• Drive measurable improvements in service quality, cost efficiency, and operational maturity

Stakeholder & Supplier Management

• Act as senior escalation point for service integration and platform issues
• Partner with IT leadership, business stakeholders, and vendors
• Provide executive reporting on service performance, risk, and value realization

Risk, Compliance & Controls

• Ensure compliance with internal governance, audit, and regulatory requirements
• Maintain appropriate controls across service operations and platform configurations
• Mitigate operational risks through proactive monitoring and structured governance

Why choose GSPANN

“We GSPANNians” are at the heart of the technology that we pioneer. We do not service our customers, we co-create.

With the passion to explore solutions to the most challenging business problems, we support and mentor the technologist in everyone who is a part of our team. This translates into innovations that are path-breaking and inspirational for the marquee clients, we co-create a digital future with.

GSPANN is a work environment where you are constantly encouraged to sharpen your abilities and shape your growth path, We support you to become the best version of yourself by feeding your curiosity, providing a nurturing environment, and giving ample opportunities to take ownership, experiment, learn and succeed.

We’re a close-knit family of more than 2000 people that supports one another and celebrates successes, big or small. We work together, socialize together, and actively serve the communities we live in.

We invite you to carry forward the baton of innovation in technology with us.

At GSPANN, we do not service. We Co-create.

Discover your inner technologist - Explore and expand the boundaries of tech innovation without the fear of failure.

Accelerate your learning - Shape your career while scripting the future of tech. Seize the ample learning opportunities to grow at a rapid pace

Feel included - At GSPANN, everyone is welcome. Age, gender, culture, and nationality do not matter here, what matters is YOU

Inspire and Be Inspired - When you work with the experts, you raise your game. At GSPANN, you’re in the company of marquee clients and extremely talented colleagues

Enjoy Life - We love to celebrate milestones and victories, big or small. Ever so often, we come together as one large GSPANN family

Give Back - Together, we serve communities. We take steps, small and large so we can do good for the environment, weaving in sustainability and social change in our endeavors.

We invite you to carry forward the baton of innovation in technology with us.

Let’s Co-create.