Principal Consultant - ServiceNow SIAM Program Lead - London, UK

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.

Required skills and experience

• 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.

Certifications

• 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.

Why Infosys

Infosys is a global leader in next generation digital services and consulting. We enable clients in 46 countries to navigate their digital transformation.

With nearly four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

To learn more about Infosys and see our ideas in action please visit us at

Equal Opportunity Statement

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.