- Provides point of contact and escalation for process related questions or issues. Ensures clarity around priorities and goals for the Service Management organization.
- Works with senior management and other peers for strategy development and execution planning.
- Ensures contractual service support requirements are understood and managed.
- Ensures effective communication and coordination of problem-solving efforts between managers, support teams, account teams, field service personnel and customers.
- Collaborates with other leaders to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
- Reviews operational and service level attainment reports and drives performance improvement.
- Ensures facilitation of Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, Service Level Management, etc.
- Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
- Ensures incident, problem, change and request aging is monitored and addressed by process managers and other leaders.
- 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.
- Reviews and monitors Service Management team performance against established KPIs and drive performance improvements.
- Contributes to business results through quality of results, advice and decision making.
- As needed, designs and develops global processes and standards around which others will operate.
- Bachelor's Degree and a minimum of 10 years of relevant experience or equivalent combination of education and work experience in People Management.
- Advanced understanding of ITIL 4 processes and principals.
- Excellent verbal and written communication skills.
- Advanced ability to create and document processes.
- Experience Managing global teams
• - Results Drive, Proactive.
- Ability to lead and influence large cross functional teams.
- Advanced executive presentation and conflict resolution skills.
- Outstanding interpersonal relationship building and employee coaching and development skills.
- 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.
- Advanced understanding of SIAM processes and principals.
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Service Management - Rhodes, Australia - Unisys
Description
What success looks like in this role:
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You will be successful in this role if you have:
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, 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.
