What success looks like in this role:

This role oversees, facilitates and administers ITIL based service support and requires a strong understanding of Service Management practices, with a particular emphasis on Service Request Management and Service Level Management.  

Service Request Management 

Serve as the primary contact for Service Request process and compliance issues across all the customer's service providers.Monitor and drive the efficiency and effectiveness of SRM processes, making recommendations for continuous improvement. This proactive approach will help identify and address potential issues before they escalate.Ensure that Service Requests are resolved within Service Level Agreement (SLA) targets to help maintain high standards of service delivery and customer satisfaction.Periodically audit Service Request tickets against Unisys standards and create improvement actions to uplift performance.Identify opportunities to create specific catalogue items from generic request tickets, streamlining the fulfilment process and improving the user experience.

Service Coordination / Service Level Management 

Perform routine service management duties as requested.Track and measure service performance against agreed targetsBuild and maintain relationships with customers and stakeholders, ensuring that their needs are understood and met.Facilitate/participate in meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc.Maintain high standards in written and spoken communicationIdentify potential process improvements and makes appropriate recommendationsTake appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels)

You will be successful in this role if you have:

4-6 years’ relevant experience

Excellent Written and Verbal Communication

Comprehensive knowledge of ITIL V3/V4 processes and principals.

Mandatory Requirement

​Baseline Security Clearance

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