SIAM / KPI Consultant

Project overview

SIAM / KPI Consultant

Responsibilities

Skills & Abilities:

If this project is of interest, I look forward to your response with a current CV and an excerpt of your relevant experience. I would be very happy to speak with you by phone to clarify all details.

Thank you very much

• Validation of the planned catalog of 35 MVP KPIs with subject matter experts
• Coordination of definitions, responsibilities, and sources
• Creation of versioned KPI fact sheets with calculation rules, exclusions, measurement periods, thresholds, and update cycles
• Separation of contractual SLA/OLA results from internal service health metrics
• Consideration of provider rules
• Coordination of requirements for Operations, Service Management, Service Owner, and Executive
• Ensuring consistent KPI logic and drill-down paths
• Coordination of provider dependencies, data releases, and evidence responsibility
• Agreement of controlled file/snapshot fallbacks and visible automation boundaries
• Definition of functional acceptance criteria and spot checks
• Support of UAT
• Support of Support RACI, training, and handover
• Senior expert level with proven experience in SIAM, ITIL, and multi-provider service governance
• Experience with KPI catalogs, service performance models, and service review structures
• Profound knowledge of SLA/OLA measurement rules and exclusions
• Experience in differentiating from internal control metrics
• Expertise in Incident/Problem performance, service availability, recurring incidents, and data quality
• Ability to translate requirements into KPI fact sheets and verifiable acceptance criteria
• Understanding of ServiceNow data and Power BI management views
• Experience with source reconciliation, evidence proof, monthly snapshots, and transparent data gaps
• Experience with RACI, provider differentiation, release processes, and functional UAT support
• Availability for KPI workshops, design approval, and acceptance

Project details

09.11.2026

18.12.2026

Zurich

remote predominantly remote with workshops on-site in Zurich

Utilization: 13.5 PT / Ø 45%

Contract Type: Staff leasing contract, Service contract

• Start: ab sofort
• Duration: 1 Monat
• Remote: hybrid
• Location: Zürich, Schweiz, CH
• Languages: German