Service Integration Manager

Responsibilities :

• Lead the development and integration of processes to ensure efficient information flow on incidents, problems, priorities, and improvements. .
• Oversee service delivery across providers, ensuring alignment with SLAs, KPIs, and performance standards.
• Manage end-to-end incident, problem, change, and request fulfillment processes across the SIAM ecosystem.
• Manages operational risks in a multi-sourcing environment by ensuring service providers comply with contractual obligations, regulatory requirements, and organizational policies.
• Drive continuous improvement by evaluating and adopting innovative service delivery approaches.
• Ensure integrated services and governance best practices that support business objectives.
• Design and manage the SIAM governance framework, ensuring provider accountability and compliance.
• Facilitate and chair governance forums, operational reviews, and performance meetings.
• Identify and address governance risks within the SIAM ecosystem.
• Set the direction and coordinate the Service Management Office team to achieve service excellence on all services provided towards the client;
• Ensure harmonization and integration of ITSM processes and tooling across all providers.
• Support the alignment of RACI models and workflows between different service towers.
• Oversee configuration management (CMDB accuracy and integration) and process automation initiatives.
• Guide and validate the onboarding and offboarding of providers within the SIAM framework.
• Communicate effectively with technical and non-technical stakeholders, translating operational performance into business impact.

Job Requirements

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means : what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.

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