Service Management Associate Principal Service Management

What success looks like in this role:

Who we are:

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 peoples 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.

Key Responsibilities/Outcomes

Provides Service Integration and Management (SIAM) support or serves as service manager for internal support of a client and strategic partner engagements.

Service Management
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 ESM processes and supplier services.
Directs services delivery teams regarding the policies processes and plans affecting in-scope services 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 SLM Document of Understanding (DOU) Strategic Partners.
Works closely with Service Management to proactively monitor SLA performance and takes appropriate actions for Internal support and Strategic Partners.

Security Integration and Management
Responsible for the day-to-day delivery of SIAM process including:
o Supporting collaborative working between vendors and between Unisys teams
o Monitoring tickets within service management tooling both Unisys and vendors against targets for completeness quality etc.
o Working with SLM and reporting managers to ensure specific process targets are reported and tracked
o Tracking process related activities within each obligation tracker (Unisys and vendors) and gathering key information / evidence of fulfilment
o Facilitating process specific meetings where required (including ensuring specific inputs outputs and agenda have been created) and
o Providing input into the development of any documentation related to specific process areas.
Maintains SIAM procedural documents and any related policies.
Oversees vendor performance:
o Acting as escalation point for any responsible process related issues and
o Attending performance reviews with vendors (as required) to review operational performance including fulfilment of service levels and key performance indicators.

#LI-RB1

You will be successful in this role if you have:

Any degree and 6-8 years relevant experience OR equivalent combination of education and experience

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.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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 . US job seekers can find more information about Unisys EEO commitment here.