Job Summary: Responsible for providing Integration and Service Management (SIAM) support or acting as a service manager for internal support and strategic partners, overseeing processes and supplier performance. Key Highlights: 1. Leads Integration and Service Management (SIAM) support 2. Manages supplier and service process performance 3. Establishes and leads service continuous improvement programs **What success looks like in this role:** ### **Provides Integration and Service Management (SIAM) support** **or acts as a service manager for internal client support and commitments with strategic partners.** ### **Integration and Security Management** * Responsible for daily delivery of SIAM processes, including: o Supporting collaborative work among suppliers and across Unisys teams, o Monitoring tickets within service management tools—both Unisys’ and suppliers’—against objectives for integrity, quality, etc., o Working with Service Level Management (SLM) and reporting managers to ensure specific process objectives are reported on and tracked, o Tracking process-related activities within each obligation register (Unisys’ and suppliers’) and collecting key information / evidence of compliance, o Facilitating process-specific meetings when required (including ensuring creation of specific inputs, outputs, and agendas), and o Contributing to development of documentation related to specific areas of the process. * Maintains SIAM procedural documents and related policies. * Supervises supplier performance: o Acting as escalation point for any issues related to the process under their responsibility, and o Attending supplier performance reviews (as required) to review operational performance, including service level agreement (SLA) compliance and key performance indicators (KPIs). ### **Service Management** * Leads a virtual team; defines and coordinates daily responsibilities for internal support and strategic partners. * Ensures effective communication and coordination of problem resolution efforts among support teams, account teams, field service personnel, and customers. * Compiles, analyzes, and reports statistical data and trends related to SLA compliance and operational effectiveness. * Provides regular progress reports and updates to management, identifying areas of concern and opportunities for improvement. * Establishes and leads a service continuous improvement program for ESM processes and supplier services within scope. * Guides service delivery teams regarding policies, processes, and plans affecting service delivery performance within scope. * Maintains account profiles and standard documentation within scope, including customer-specific requirements. * Trains and advises functional teams. * Conducts periodic random audits / reviews to determine accuracy of provided data and verify adherence to customer ITIL processes and policies within scope. * Participates in creating the Service Level Management (SLM) Understanding Document (UD) with strategic partners. * Works closely with Service Management to proactively monitor SLA performance and take appropriate actions for internal support and strategic partners. \#LI\-SA1 **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 \#LI\-SA1 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. 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 .
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
