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Reference #: REQ530315 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:

• Provides point of contact for process related questions, issues and escalations and facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc * Coordinate the activities of multiple team members and manage through influence. * Establishes process continual service improvement governance and actions improvement opportunities. * Ensures contractual service support requirements are understood and managed. * Ensures accurate and timely measurement of all key SLAs and KPIs * Champions best practice awareness and implementation * Collaborates with Service Delivery Manager and Client Executive to deliver high level of customer satisfaction and service level attainment for scoped services * 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. * Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem 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. * 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 * Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues * Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately

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 * Advanced understanding of ITIL V3 processes and principles. * Excellent verbal and written communication skills. * Advanced ability to create and document processes. * Ability to lead and influence large cross-functional teams. * Advanced executive presentation and facilitation skills * Outstanding interpersonal relationship building * Excellent organizational management skills and attention to detail * Ability to negotiate and influence * Great attention to detail * Leadership, analytical, "can do" attitude * Ability to "think outside the box" and resolve highly complex issues.

Unisys is an Equal Opportunity Employer -- Minorities/Females/ Veterans Individuals with Disabilities/ Sexual Orientation/Gender Identity