What success looks like in this role: Operates as team lead across service towers in the delivery of second level support services to clients to resolve product use and multi-product/platform problems, and/or questions that are beyond the scope of the client's first level help desk support function. Provides referrals and/or dispatches to other service providers to ensure that client's service level and technical requirements are met. Drives the efficiency and effectiveness of the Service Management process. This includes ensuring that documented and standardized methods and processes are developed and used for efficient and permanent resolution of problems identified by the Service Management Process. Responsible for managing crisis or major incidents. They must ensure that Service Management process activities are performed, identify opportunities for improvement and audit the use of the process on an operational level. Maintains communication between Unisys and the client, as well as provides incident information to the top-level Unisys management. Key Responsibilities: Execution and delivery of process outputs and deliverables of service management process within the defined timetables. Manage and coordinate the Team to a successful operation on a daily base. Provide overall support to the Team members. Run as the first escalation point in all related issues. Overall measuring and monitoring of teams performance on a daily basis. Ensure global objectives are followed and met within the Team. Ensure accurate and timely measurement of all key SLA's & KPI's. Manage workload and undertake appropriate escalation responsibilities. May maintain shift rosters. Ensure all assigned associates are briefed and understand their job requirements. Drive to meet and exceed customer expectations and ability to inspire team associates to do the same. Inform direct line leadership of any work conflicts, dissatisfied customers or hardware/software malfunctions, escalations; escalate issues to all relevant parties. Actively participate on various internal and client facing conference calls if necessary. Active participation in ongoing quality initiatives at the desired level, by considering all relevant objectives, policies and procedures. Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the Incident/problem/change management process. Proactively identify and suggest possible solutions. Timely escalate any issues that are not being attended to on time. Documenting escalations, following up with concerned people for review and then reporting back to client with findings. Review and improve the accuracy and content of the knowledge base/Help file. You will be successful in this role if you have: Key Qualifications: Requires a Bachelor's degree and minimum of 5 years working experience in ITIL processes in managed IT service industry, working directly with client service management. Excellent English language skills, both verbal and in writing. Strong communication skills. Ability to coordinate and drive conference calls. Good understanding of ITIL framework (ITIL V3 foundation and intermediate certification or relevant experience). Highly tenacious, combined with high stress resistance. Good organizational awareness, of Unisys in general and the Managed Services Centre in particular. Excellent organizational and time management skills. Experience in escalation management. People management skills. Ability to impart knowledge on various levels. Strong analytical skills. Aptitude for quick learning of technical and procedural topics. Self-starting, self-motivating, self-learning work approach. Ability to coordinate multiple, dissimilar activities simultaneously. Ability to work with minimal supervision and affinity for team-based action planning. Strong customer and team-oriented focus. Patience, stress and frustration resistance. #J-18808-Ljbffr