Service Management Manager
BANGALORE, Karnataka, IN
2d ago

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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.

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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
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