Consultant - SIAM & Vendor Governance

About the Role / About the Job
The Consultant - SIAM & Vendor Governance leads service integration and vendor governance across the Client technology ecosystem, coordinating 40+ vendors, OEMs, subcontractors, and internal teams. The role is responsible for ensuring SLA/OLA compliance, monitoring service performance, identifying risks, driving corrective actions, and managing escalations to protect service continuity and commercial outcomes. This position provides independent, evidence-based governance while maintaining the technical, legal, procurement, commercial, or finance ownership responsibilities of other departments.

Responsibilities
Role Purpose:
The Consultant is the senior operational authority for service integration and provider accountability. This includes coordinating more than 40 vendors, OEMs, subcontractors, and internal delivery teams into a governed service model that has clear obligations, interfaces, measures, handoffs, and escalation paths. The role focuses on protecting end-to-end service performance by translating contracts, SLAs, and OLAs into measurable operating controls, with a strong emphasis on early identification of risk and managing corrections efficiently.

Key Accountabilities and Responsibilities
SIAM Operating Model and Governance

• Operate and continuously improve the approved SIAM model across client, the company, internal delivery teams, and all external providers.
• Maintain the provider map, service and tower model, governance calendar, decision rights, RACI, escalation matrix, and retained-capability boundaries.
• Chair strategic, tactical, and operational provider-governance forums within delegated authority.
• Ensure effective decision-making and accountability in all forums, including actionable items, due dates, risk treatment, and evidence for closure.
• Apply consistent governance to internal and external providers, preventing conflicts of interest or unsupported exceptions.

Vendor Obligations and Commercial Protection

• Create and maintain a consolidated obligations register covering contracts, SLAs, OLAs, underpinning agreements, warranties, support entitlements, reporting duties, and escalation requirements across more than 40 providers.
• Map provider obligations to MATAR commitments, making visible any gaps, overlaps, dependencies, and potential penalty exposure before service impacts occur.
• Track renewals, expiries, end-of-support, licenses, warranties, spares, and critical dependencies with accountable owners and advance escalations.
• Prepare necessary evidence for service credits, remedies, notices, disputes, claims, and corrective commercial action in coordination with Legal, Procurement, Commercial, and Finance.
• Ensure deliverables and corrective actions are accepted only when supported by objective evidence.

SLA, OLA and Performance Governance

• Own the provider performance framework, which includes metrics, data sources, calculation rules, exclusions, service windows, and evidence standards.
• Design and maintain provider scorecards that assess contractual SLA attainment, OLA performance, quality, responsiveness, risk, collaboration, and improvement delivery.
• Reconcile provider-level performance with end-to-end customer outcomes, questioning metrics that appear compliant yet indicate failing service outcomes.
• Identify leading indicators of deterioration, repeated breaches, and penalty risks while requiring time-bound recovery or service-improvement plans.
• Validate the accuracy, completeness, and auditability of performance data before submission to client or executive governance.

End-to-End Service Integration

• Define and govern cross-provider interfaces for various services including incident, major incident, problem, change, and continual improvement.
• Maintain a catalogue documenting interfaces, triggers, inputs, outputs, ownership, performance expectations, and monitoring controls.
• Prevent provider-to-provider deflection by clarifying handoffs, restoration ownership, and escalation rules.
• Coordinate rapid multi-provider action during major incidents while preserving accountable ownership.
• Drive permanent correction of recurring issues with interfaces, handoffs, data, and collaboration failures.

Provider Onboarding and Service Acceptance

• Define onboarding requirements for providers regarding access to tools, CMDB, asset data, documentation, and reporting.
• Validate that all necessary vendor obligations and acceptance criteria are addressed in mobilization and readiness plans.
• Identify onboarding gaps early and escalate risks that may prevent service acceptance or operational stability.
• Support controlled offboarding and scope transfers while protecting knowledge, access, licenses, and service continuity.

Major Incident, Problem and Change Governance

• Ensure major-incident bridges include appropriate decision-makers, technical participants, communications routes, and escalation authority.
• Track provider actions through restoration procedures, root-cause analyses, and post-incident closure.
• Govern multi-provider problem investigations to prevent unresolved ownership issues.
• Ensure cross-provider changes are dependency-checked and impact-assessed, supported by testing and operational readiness evidence.
• Escalate provider behavior or weak controls that increase operational risk or SLA exposure.

Risk, Continuity, Security and Compliance

• Maintain relevant risks within appropriate risk registers.
• Track compliance with security, data handling, and regulatory obligations within assigned scopes.
• Ensure continuity arrangements address provider dependencies and support entitlements.
• Coordinate the closure of supplier-related audit findings, control gaps, and non-conformities with defensible evidence.

Tooling, Data and Executive Reporting

• Define authoritative service-management data requirements and establish data-quality controls.
• Coordinate interfaces with platform owners and architects for ITSM and reporting purposes.
• Ensure consistency in service identifiers, priorities, and closure information across provider records.
• Produce governance reporting that clearly indicates risks, performance issues, and required decisions.
• Maintain a defensible audit trail for obligations, escalations, approvals, and disputes.

Continual Improvement and Provider Value

• Maintain a cross-provider improvement register covering various opportunities for service enhancement.
• Prioritize improvements based on customer impact and SLA exposure, alongside measurable value.
• Require providers to deliver on improvement commitments and track approved improvements through delivery.

Qualifications
Mandatory Selection Criteria

• Minimum 12 years of progressive IT service-management, managed-services, or supplier-governance experience, including at least 6 years in SIAM or multi-vendor governance.
• Demonstrated governance of a large provider ecosystem with a preference for those governing 20+ vendors.
• Proven ability to translate contracts and SLAs into obligation registers and scorecards.
• Experience managing SLA exposure, service credits, and commercial consequences with demonstrable evidence.
• Leadership in provider performance reviews and recovery of underperforming suppliers.
• Strong practical knowledge of ITIL 4 practices.
• Experience managing major incidents in a 24x7 environment.
• Proficiency in data reporting and analysis capabilities.
• Commercial awareness necessary for collaboration with Legal, Procurement, and other departments.
• Bachelor's degree in a relevant discipline.
• Fluency in English with effective communication skills.

Strongly Preferred

• Leadership experience within aviation, airport technology, or another critical infrastructure sector.
• Direct airport-operations experience is advantageous.
• Experience with governance in the Qatar or GCC markets.
• Familiarity with ITSM and monitoring tools such as BMC Helix or ServiceNow.

Required Knowledge and Technical Skills
SIAM and Multi-Provider Governance

• Understanding of SIAM structures, governance models and forums.

SLA and Contractual Governance

• Knowledge of SLA and OLA alignment and management.

Service Management

• Practical ITIL 4 application in a multi-provider context.

Tooling and Analytics

• Experience with ITSM, CMDB, monitoring, and reporting concepts.
• Advanced Excel and Power BI capabilities.

Core Competencies

• Independent governance and evidence-based challenge.
• Influencing without direct authority.
• Analytical rigor and executive communication.
• Cross-cultural facilitation across multiple organizations.