What success looks like in this role:
Oversees, facilitates and administers ITIL based service support. Manages and oversees Unisys service delivery through processes, including incident, major incident, problem, request and change management with a focus on improving overall service quality. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.
Service Manager
- Leads a virtual team; defines and coordinates day-to-day responsibilities for Internal Support and Strategic Partners.
- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and clients.
- Compiles, analyzes, and reports statistical data and trends relating to service level compliance and operational effectiveness.
- Provides regular progress reports and updates to management, identifying areas of concern and opportunities for improvement.
- Establishes and leads a continuous service improvement program for in-scope processes and supplier services.
- Directs service delivery teams regarding the policies, processes, and plans affecting in-scope delivery performance.
- Maintains account profiles and standard in-scope documentation to include account specific requirements.
- Trains and mentors functional teams.
- Performs periodic audits / spot checks to determine accuracy of data provided and if it complies to in-scope client ITIL process(es) and policies.
- Participates in creation of the Process and Procedural Documentation
- Works closely with Service Management to proactively monitor SLA performance and takes appropriate actions for Internal support and Strategic Partners.
You will be successful in this role if you have:
- BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and experience
- Excellent Written and Verbal Communication
- Comprehensive knowledge of ITIL V3/V4 processes and principals.
- Baseline Security Clearance
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 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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here .