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 clientsExecute rapid and precise protocols for validating incident impact accuratelySpearhead communication channels such as bridge calls demanding accountability from all involved partiesInstigate swift and decisive escalations when warranted until optimal resolution hierarchy is engagedLead from front to document incident with meticulous, accurate, and unambiguous detailsTake 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 clarityGenerate reports on post incident analysis and lessons learned with insights to aid customer on strategic decisionsDemonstrate clear understanding of contractual commitments and leads the major incident management operations in achieving themAct as SPOC for process related questions at the advisory capacityChampion a pursuit of excellence in major incident management process and proceduresPlan and conduct trainings for global delivery teams on major incident protocolsStay at the forefront of industry trends and provides services to the client at high standardsDevelop value driven KPIs that focuses on service performance and seek continuous improvement through innovative ideas and principles#LI-AS2You 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.Please not that this role requires work on weekends#LI-AS2Unisys 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.
