Offer summary

Qualifications:

BA/BS degree with 12+ years of relevant experience or equivalent education and experience., Master’s degree preferred., Strong understanding of Service Integration and Management (SIAM) principles., Proven experience in managing complex service delivery processes..

Key responsibilities:

Serve as the SIAM lead or Senior Service Manager overseeing SIAM tower activities.

Manage vendor performance evaluations and act as an escalation point for issues.

Lead service delivery processes for strategic clients and facilitate governance meetings.

Proactively address service quality issues and maintain client relationships.

Job description

What success looks like in this role:

• Serves as SIAM lead or Senior Service Manager.

Service Integration and Management

• Manages the SIAM tower activities including SIAM governance framework and reporting.
• Evaluates and verifies vendor performance against targets.
• Acts as escalation point for single and multi-vendor escalations.
• Educates Unisys delivery associates on critical delivery and operational dependencies.
• Approves action plans resulting from root cause analyses, audits, continuous improvement, or other activities relating to the SIAM services.
• Verifies all parties within the engagement adhere to the agreed SIAM procedures and related documentation.
• Ensures obligation trackers are fulfilled and evidence collated from vendors, where required.
• Highlights to client any potential or actual service level contract or financial penalty disputes.
• Acts as chair at appropriate governance committee meetings.

Service Management

• Leads the largest, most complex, and critical service delivery processes for strategically important clients.
• Signs-off (as appropriate) on Supplier continuous service improvement initiatives.
• Facilitates Service Level contract or financial penalty disputes or SLA negotiations for Supplier Services being delivered.
• Directs Service Management teams regarding the policies, processes, and plans affecting in-scope Service Management performance for Strategic Partners.
• Ensures client relationship is developed and maintained for Strategic Partners.
• Proactively identifies and addresses significant service quality and recurring / systemic issues.
• Establishes and facilitates a weekly governance meeting for all in scope processes for Strategic Partners.

You will be successful in this role if you have:

BA/BS degree and 12+ years’ relevant experience OR equivalent combination of education and experience
Master’s degree preferred

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.

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.

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