Address What success looks like in this role: Provides point of contact for process related questions, issues and escalations and facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc.Coordinate the activities of multiple team members and manage through influence.Establishes process continual service improvement governance and actions improvement opportunities.Ensures contractual service support requirements are understood and managed.Ensures accurate and timely measurement of all key SLAs and KPIs.Champions best practice awareness and implementation.Collaborates with Service Delivery Manager and Client Executive to deliver high level of customer satisfaction and service level attainment for scoped services.Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.Presents operational and service level reports and explains service level support available to internal or external customers.Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc.Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines.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 expectations.Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues.Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately.#LI-KC1You will be successful in this role if you have:Minimum bachelor’s degree and a minimum of 12 years plus of relevant infrastructure and Service Management experience in ITSM in the capacity of a ITSM Lead or senior Service Delivery Manager or equivalent combination of education.Strong years of experience in change, problem and incident management.Strong knowledge of ITIL Service Management principles, methodologies, concepts and frameworks.Advanced understanding of ITIL V3 processes and principles.Excellent verbal and written communication skills.Advanced ability to create and document processes.Ability to lead and influence large cross-functional teams.Advanced executive presentation and facilitation skills.Outstanding interpersonal relationship building.Excellent organizational management skills and attention to detailAbility to negotiate and influence.Great attention to detail.Leadership, analytical, “can do” attitude.Ability 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, 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.This commitment includes our…
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