What Success Looks Like In This Role
- Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc.
- Ensures contractual service support requirements are understood and managed.
- 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
You will be successful in this role if you have:
- Bachelor's Degree and a minimum of 5 years of relevant experience or equivalent combination of education and work experience.
- Solid understanding of ITIL V3 processes and principals.
- Solid verbal and written communication skills.
- Solid ability to create and document processes.
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.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [Confidential Information] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys EEO commitment here.
