What success looks like in this role:
Job Summary
The role is responsible for monitoring and reporting service performance against agreed targets, ensuring timely delivery of monthly, weekly, and same‑day reports to support the Delivery teams and Client Delivery Executive (CDE). This includes analyzing data trends, implementing corrective actions, and providing justifications for SLA breaches outside organizational control. The position requires preparing detailed reports on SLA compliance, operational effectiveness, and improvement opportunities, while serving as a conduit between Delivery teams, Vendor Management, and client stakeholders to explain contractual requirements and expand on results. The role also involves responding to ad hoc client requests for data analysis, coordinating inputs for performance reports, supporting monthly CIO reporting, and overseeing annual reviews of key documentation. Additionally, the position manages monthly contractual deliverables, ensures accurate tracking of Service Level data in Unisys systems, and contributes to continuous service improvement through process reviews and recommendations.
Responsibilities:
• Report service performance against agreed targets, create monthly and same day reporting abilities for Delivery team and Client Delivery Executive (CDE) to monitor and action performance throughout the month.
• Assist with access to data to work with Delivery teams to analyse trends, implement corrective actions, assist with the provision of data to allow the Delivery teams to understand and justify any external impacts to the delivery of Services or SLA achievement.
• Working with the Delivery teams and CDE to provide justifications for SLA breaches outside of Unisys control.
• Provide detailed reports on SLA compliance, operational effectiveness, and improvement opportunities.
• Build and maintain relationships with customers and stakeholders, by assisting the CDE as a conduit with Departmental Vendor Management, SLA Management and Reporting teams to explain the Departmental contractual and SLA requirements along with expanding on the Unisys results to the client.
• Regularly review SLA, KPI and service measurement metrics; recommend updates to maintain relevance and effectiveness, including engagements with the client to understand changes that impact the usefulness of requirements as the clients’ toolsets and needs change.
• Respond to client requests for Data analysis, generate reports in response to ad hoc requests from the client and delivery teams.
• Facilitate and co-ordinate data from Delivery teams for the contractual Weekly performance reports, racking both data from delivery teams and written inputs for delivery leaders for distribution to key clients.
• Assist the CDE with key data points for Monthly reporting to the clients CIO, to outline key issues along with monthly metrics.
• Identify potential process improvements, feeding into the CSI process along with making appropriate recommendations including trend analysis.
• Oversee and coordinate annual reviews of key documentation setting out the agreed processes for achieving contracted deliverables and achievement of all Service Levels. This involves co-ordination of all Unisys delivery teams and client stakeholders, consolidation of feedback and facilitation of workshops to review any conflicts.
• Manage monthly contractual deliverables across the SITS account.
• Work with the CDE to ensure that all Service Level data is inputted into Unisys systems and tracked ongoing for reporting to both the client and Service Delivery towers.
You will be successful in this role if you have:
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