SIAM Service Management - Eng Svc Mgmt

What success looks like in this role:

Job Title: SIAM Service Management - Eng Svc Mgmt

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.

Key Responsibilities/Outcomes

• Act as a deputy by assisting in tracking Provider escalations, continuous service improvement activities and covering key commitments when lead in unavailable.
• Work with SLM and Reporting Manager to ensure Provider process targets are reported, tracked, and resolve day-to-day SIAM delivery issues.
• Regularly check queues for ticket issues related to Providers, including Unisys, and address any ticket misalignments between platforms.
• Ensure Unisys tower attendance at Service Provider Service Reviews, brief them appropriately, and producing regular weekly reports for Provider contacts.
• Attend Unisys Change Advisory Board to understand Provider changes.
• 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), and
• 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, and
• Attending performance reviews with vendors (as required), to review operational performance including fulfilment of service levels and key performance indicators.

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You will be successful in this role if you have:

• Bachelor’s Degree and a minimum of 5 years of relevant experience or equivalent combination of education and work experience.

• Solid understanding of ITIL V3 processes and principals.

• Solid verbal and written communication skills.

• Solid ability to create and document processes.

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.

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.