What success looks like in this role:
Service Manager 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.
Provides Service Integration and Management (SIAM) support or serves as service manager for internal support of a client and strategic partner engagements.
Service 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.
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.
You will be successful in this role if you have:
Required Skills:
ITIL Foundation or higher accreditation
Customer Relationship Management (CRM)
IT Service Management (ITSM)
Services Management
Team Leadership
Mandatory Requirement:
NV1 active and willingness to apply for NV2 clearance
#LI-NV1
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