What success looks like in this role :
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit .
Our Vision : Enhancing people’s lives through secure, reliable advanced technology.
Our Core Beliefs :
- Curiosity : We embrace the unknown and continuous learning.
- Creativity : We look past routine ways of doing things.
- Client-Centricity : Our clients’ success is our success.
- Integrity : We act ethically and honestly.
Position Overview :
Customer facing role managing process managers or people managers responsible for Overseeing, facilitating, and administering SIAM ITIL based service support and / or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, Major Incident Management, problem management, request management, change management and service level management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).
Key Responsibilities / Outcomes
Provides point of contact and escalation for process related questions orWorks with senior management and other peers for strategy development and execution planningEnsures contractual service support requirements are understood and managed.Ensures effective communication and coordination of problem-solving efforts between managers, support teams, account teams, field service personnel and customers.Collaborates with other leaders to ensure consistency of delivery, adherence to standard practices, and continuous improvement.Reviews operational and service level attainmentreports and drives performance improvement.Ensures facilitation of Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, Service Level Management, etcProvides training and mentoring for functional teams to ensure that process guidelines are understood and followed.Ensures incident, problem, change and request aging is monitored and addressed by process managers and other leaders.Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectationsWorks closely with other regional Service Management leaders to recommend changes to practices, processes and procedures to improve customer satisfaction, team’s efficiency and productivityMaintain transparent communication. Appropriately communicate organization information through staff meetings, one-on-one meetings, emails, etcReviews and monitors Service Management team performance against established KPIs and drive performance improvementsContributes to business results through quality of results, advice and decision makingAs needed, designs and develops global processes and standards around which others will operateLI-RB1
You will be successful in this role if you have :
Bachelor’s Degree and a minimum of 10 years of relevant experience or equivalent combination of education and work experience in People Management.Advanced understanding of SIAM & ITIL 4 processes and principles.Excellent verbal and written communication skills.Advanced ability to create and document processes.Experience Managing global teamsResults Drive, ProactiveAbility to lead and influence large cross functional teamsAdvanced executive presentation and conflict resolution skillsOutstanding interpersonal relationship building and employee coaching and development skillsExcellent organizational management skills and attention to detailAbility to negotiate and influenceGreat attention to detailLeadership, analytical, “can do” attitudeAbility to “think outside the box” and resolve highly complex issues.Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
