Experience Delivery Lead
Unisys · Bengaluru
What success looks like in this role:
• Provides Service Integration and Management (SIAM) support or serves as service manager for internal support of a client and strategic partner engagements.
Security 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:
BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and experience
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.