Experience Delivery Lead

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:  o Supporting collaborative working between vendors and between Unisys teams,  o Monitoring tickets within service management tooling, both Unisys and vendors against targets for completeness, quality etc.,  o Working with SLM and reporting managers to ensure specific process targets are reported and tracked,  o Tracking process related activities within each obligation tracker (Unisys and vendors) and gathering key information / evidence of fulfilment,  o Facilitating process specific meetings, where required (including ensuring specific inputs, outputs and agenda have been created), and  o Providing input into the development of any documentation related to specific process areas. • Maintains SIAM procedural documents and any related policies. • Oversees vendor performance:  o Acting as escalation point for any responsible process related issues, and  o 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. You will be successful in this role if you have: BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and experience