We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world.
Enhancing people’s lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions.
You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work.
Our success is a direct result of the work of our people who live and breathe our . Simply put, we believe in better lives. Join us!
Learn more about Unisys and our key solution offerings : , , ,
What success looks like in this role :
Job Description Summary
Customer facing role managing process managers responsible for Overseeing, facilitating, and administering 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
Provides point of contact for process related questions or issues or escalations.
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.
Ensures facilitation of Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, Service Level 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.
Ensures process managers 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
Works closely with other regional Service Management leaders to recommend changes to practices, processes and procedures to improve customer satisfaction, team’s efficiency and productivity
Maintain transparent communication. Appropriately communicate organization information through staff meetings, one-on-one meetings, emails, etc
Review and monitor Service Management team performance against established KPIs and drive performance improvements.
You will be successful in this role if you have :
Bachelor’s Degree and a minimum of 8 years of relevant experience or equivalent combination of education and work experience in People Management.
Strong understanding of ITIL V3 processes and principals.
Strong verbal and written communication skills.
Strong ability to create and document processes.
Experience Managing global teams
Outstanding interpersonal relationship building and employee coaching and development skills
Excellent organizational management skills and attention to detail
Ability to negotiate and influence
Relationship building
Great attention to detail
Leadership, analytical, can do attitude 
