Associate - Principal Service Management - MIM/Problem/Change Management

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:

Major Incident Management:

- Provide command-and-control leadership during major incidents to ensure rapid service restoration and minimal business impact.

- Lead and facilitate major incident bridge calls, driving coordination, accountability, and clear direction across resolver teams.

- Own end-to-end incident governance, including impact validation, escalation management, and decision-making.

- Coordinate cross-functional technical teams to drive timely resolution of incidents.

- Deliver clear, timely, and audience-appropriate communications to stakeholders, including executive updates.

- Ensure accurate documentation of all incident activities, actions, decisions, and timelines within the ITSM tool.

- Maintain ownership of incident progression, ensuring adherence to process, SLAs, and operational standards.

- Proactively escalate risks, delays, or gaps to appropriate leadership levels.

- Drive post-incident reviews, ensuring root cause identification and follow-up actions are completed.

- Identify and implement continuous improvement opportunities to strengthen incident response and reduce recurrence.

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 or 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.

Service Integration and Management:

- Responsible for the day-to-day delivery of SIAM process including:

1. Supporting collaborative working between vendors and between Unisys teams.

2. Monitoring tickets within service management tooling, both Unisys and vendors against targets for completeness, quality etc.

3. Working with SLM and reporting managers to ensure specific process targets are reported and tracked.

4. Tracking process related activities within each obligation tracker (Unisys and vendors) and gathering key information or evidence of fulfilment.

5. Facilitating process specific meetings, where required (including ensuring specific inputs, outputs and agenda have been created).

6. Providing input into the development of any documentation related to specific process areas.

- Maintains SIAM procedural documents and any related policies.

- Oversees vendor performance:

1. Acting as escalation point for any responsible process related issues.

2. Attending performance reviews with vendors (as required), to review operational performance including fulfilment of service levels and key performance indicators.

Requirements:

- Any degree and 6 - 8 years of relevant experience or equivalent combination of education and experience.

EEO Statement:

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.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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 [email removed]. US job seekers can find more information about Unisys' EEO commitment here.