Principal Consultant - ServiceNow SIAM Program Lead - London, UK

Role - Service Integration and Management Lead
Technology / Processes - ITIL, SIAM, ServiceNow
Job Level - 6A
Travel Expectations - 3 days in Client or Infosys Office with frequent travel to meet other customers

Job Description
Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what's next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Your role
In the role of Service Integration Regional Lead, you will be responsible for orchestrating, governing, and optimizing IT service delivery across multiple SIAM engagements. This role includes pre-sales, high competencies of thought leadership and delivery of high quality of SIAM Services to our clients. The ideal candidate brings strong ITIL expertise, Strong point of view and experience in complex multi - provider environments / Operating models, excellent stakeholder management, and the ability to drive service quality, team performance, and continual improvement. You will guide the team technically and work closely with offshore team acting as a communication medium between the client and offshore. You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

• 10+ years of experience in IT Service Management, Service Integration.
  
• Strong expertise in ITIL v3/v4, with hands - on experience running ITSM processes.
  
• Proven Experience operating within complex multi - provider / outsourced environment.
  
• Strong experience in delivering Outcomes across hybrid environments
  
• Ability to manage stakeholders across technical, operational, and executive levels.
  
• High level Proficiency with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell), especially with SLM
  
• Authored white papers / presentations in reputed ITSMF forums
  
• Experience facilitating governance forums (CAB, SteerCo, Service Reviews).
  
• Strong Background in service reporting, KPI management, or analytics.
  
• Experience driving automation, service improvement, or digital transformation initiatives.
  
• Strong drive and resilience to overcome challenges or setbacks to achieve your team/project/client goals
  
• Ability to listen, interpret, strategize and consult on complex business processes and technical concepts
  
• Demonstrated ability to influence and consult with clients, translating technical strategies to business outcomes and business outcomes to technical strategies.
  
• Excellent interpersonal skills, customer centric attitude, and situational awareness
  
• Ability to work in a fast-paced environment with rapidly changing priorities on multiple projects and initiatives
  

• SIAM Foundation/Professional certification.
  
• Experience of building and leading offshore development teams
  
• At least one CIS certification (in addition to CIS-ITSM) - Current or within 6 months of hire
  
• Consulting / professional services experience