What success looks like in this role:

Job Title: Hardware Asset Management – Service Management Manager

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
• Provides point of contact for process related questions or issues or escalations.
 • Ensures contractual service support requirements are understood and managed.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
 • Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
• Presents operational and service level reports and explains service level support available to internal or external customers.
 • Ensures facilitation of Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, Service Level Management, etc.
 • Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
 • Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
• Ensures process managers review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines
• Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectations
 • • Works closely with other regional Service Management leaders to recommend changes to practices, processes and procedures to improve customer satisfaction, team’s efficiency and productivity
• Maintain transparent communication. Appropriately communicate organization information through staff meetings, one-on-one meetings, emails, etc
• Review and monitor Service Management team performance against established KPIs and drive performance improvements

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You will be successful in this role if you have:

Key Qualifications
• Bachelor’s Degree and a minimum of 9 years of relevant experience or equivalent combination of education and work experience in People Management.
• Strong understanding of ITIL V3 processes and principals.
 • Strong verbal and written communication skills.
• Strong ability to create and document processes.
• Experience Managing global teams
 • Outstanding interpersonal relationship building and employee coaching and development skills
• Excellent organizational management skills and attention to detail
 • Ability to negotiate and influence
• Relationship building
 • Great attention to detail
• Leadership, analytical, “can do” attitude

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.