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.