Experience Delivery Lead
Unisys · Bengaluru · onsite · Posted 22d ago
About a minute. You'll make an account on the way through.
About this role
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:
- Supporting collaborative working between vendors and between Unisys teams.
- Monitoring tickets within service management tooling, both Unisys and vendors against targets for completeness, quality etc.
- Working with SLM and reporting managers to ensure specific process targets are reported and tracked.
- Tracking process related activities within each obligation tracker (Unisys and vendors) and gathering key information - evidence of fulfilment.
- Facilitating process specific meetings, where required (including ensuring specific inputs, outputs and agenda have been created).
- Providing input into the development of any documentation related to specific process areas.
- Maintains SIAM procedural documents and any related policies.
- Oversees vendor performance:
- Acting as escalation point for any responsible process related issues.
- 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.
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About Unisys
Unisys
Blue Bell
US
About
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
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