What Success Looks Like In This Role
Job Title:
Principal Service Management Professional (MIM,PM and CM)
Location
:
Bangalore
Who We Are
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit www.unisys.com.
Our Vision:
Enhancing people’s lives through secure, reliable advanced technology.
Our Core Beliefs
- Curiosity: We embrace the unknown and continuous learning.
- Creativity: We look past routine ways of doing things.
- Client-Centricity: Our clients’ success is our success.
- Integrity: We act ethically and honestly.
Position Overview
Oversees, 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.
Key Responsibilities/Outcomes
Serves as MIM or Service Manager for regular client engagements.
Major Incident Management
- Manages major incident management for strategically important clients.
- Executes rapid and precise protocols for validating incident impact accurately.
- Spearheads communication channels such as bridge calls demanding accountability from all involved parties.
- Instigates swift and decisive escalations when warranted until optimal resolution hierarchy is engaged.
- Leads from front to document incident with meticulous, accurate, and unambiguous details.
- Takes command of executive communications that provide concise yet comprehensive details on the state of major incident and articulates the impact on business operations with unwavering clarity.
- Generates reports on post incident analysis and lessons learned with insights to aid customer on strategic decisions.
- Acts as SPOC for process related questions at the advisory capacity.
- Provides training for delivery teams on major incident protocols.
Service Management
- Lead virtual team, defines, and coordinates day-to-day responsibilities of service management staff for Regular Clients.
- Performs all duties described at level four but for regular clients versus internal support / strategic partners.
- Mobilizes resources to address and resolve service management, incident management, change management and related issues.
You will be successful in this role if you have:
Any degree and 8+ years’ relevant experience OR equivalent combination of education and experienceMaster’s degree preferredUnisys 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.This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. 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 or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
