What success looks like in this role:

Strategic ITIL Service Management Advisor with a proven track record of managing major incidents, supporting complex customer accounts, and spearheading process improvements. Provides strategic leadership and guidance to service delivery teams, fostering effective collaboration and driving continuous improvement. 

Manage major incident management for strategically important clients 

Execute rapid and precise protocols for validating incident impact accurately 

Spearhead communication channels such as bridge calls demanding accountability from all involved parties 

Instigate swift and decisive escalations when warranted until optimal resolution hierarchy is engaged 

Lead from front to document incident with meticulous, accurate, and unambiguous details 

Take command of executive communications that provide a concise yet comprehensive details on the state of major incident and articulate the impact on business operations with unwavering clarity 

Generate reports on post incident analysis and lessons learned with insights to aid customer on strategic decisions 

Demonstrate clear understanding of contractual commitments and leads the major incident management operations in achieving them 

Act as SPOC for process related questions at the advisory capacity 

Champion a pursuit of excellence in major incident management process and procedures 

Plan and conduct trainings for global delivery teams on major incident protocols 

Stay at the forefront of industry trends and provides services to the client at high standards 

Develop value driven KPIs that focuses on service performance and seek continuous improvement through innovative ideas and principles 

Please not that this role requires work on weekends

You will be successful in this role if you have:

Bachelor's Degree and a minimum of 8 years of relevant experienceCertificationsRequired: ITIL v4 FoundationPreferred: ITIL v4 Managing Professional (MP)Desired: ITIL v4 Strategic Leader (SL)Strong experience with ITIL and other service management methodologiesWell versed with process KPIs and ability to report on themProficient in communicating in English, as evidenced by strong vocabulary, grammar, reading, listening, speaking, and writing skills.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, 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.

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