SIAM Process Architect

Context You work in the Service Integration and Management (SIAM) domain, responsible for the end-to-end design, governance and adoption of core IT Service Management (ITSM) processes in a complex, multi-vendor environment. You work as a process architect, responsible for translating business, operational, compliance and IT needs into coherent, cross-domain process solutions. You ensure that processes, roles, controls, tooling, reporting and supplier obligations form one effective and interoperable operating model that delivers measurable service outcomes. Role and Responsibilities You understand the business and IT vision, strategy, operating model and transformation roadmaps, and translate them into an actionable process architecture. You ensure that there is a complete, relevant and clear set of functional, non-functional, operational, reporting, security and compliance requirements. You translate these requirements into effective, reliable, scalable and future-proof ITSM process architectures, policies, standards, process flows, roles, RACI models, quality criteria, control points and integration points. You take architectural responsibility for the lifecycle and interoperability of core ITSM processes, including Incident, Problem, Change, Service Request, Knowledge, Asset and Configuration, and Capacity Management. You work with process owners, functional analysts, product owners, operational teams, architecture teams and suppliers to create end-to-end solutions across organizations, domains and tools. You prepare process blueprints, solution descriptions, models, implementation guidance, playbooks, templates and visual documentation. You define process KPIs, controls, dashboards and reporting requirements, monitor adoption and performance, and drive continuous improvement through structured feedback and governance. You ensure that implemented solutions remain aligned with the approved process architecture during design, implementation, transition and operation. You contribute to estimates, implementation roadmaps, delivery planning, dependencies and risks for process and tooling changes. You act as a key point of contact for business and IT stakeholders on cross-domain SIAM and ITSM process design. You contribute to RFI and RFP processes and translate process, reporting, integration and non-functional requirements into supplier contracts and service obligations. You support audits and regulatory compliance, including ISO 27001 and NIS2, and coordinate remediation and formal approvals where required. You lead cross-functional and multi-vendor working groups, align stakeholders and present recommendations and decisions to governance bodies and executives. You support adoption through communication, training and coaching, and coach colleagues evolving towards a process architect or analyst role. You contribute to the SIAM Process Centre of Excellence and maintain reusable knowledge assets and process models in the relevant repositories.