Service Management Advisor (Major Incident Management) Location: Bogota, DC, Colombia Time Type: Full time Posted On: Posted 5 Days Ago Job Requisition ID: REQ555349 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 concise yet comprehensive details on the state of major incidents and articulate the impact on business operations with unwavering clarity. Generate reports on post-incident analysis and lessons learned with insights to aid customers on strategic decisions. Demonstrate clear understanding of contractual commitments and lead 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 processes and procedures. Plan and conduct trainings for global delivery teams on major incident protocols. Stay at the forefront of industry trends and provide services to the client at high standards. Develop value-driven KPIs that focus on service performance and seek continuous improvement through innovative ideas and principles. Please note 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 experience. Certifications Required: ITIL v4 Foundation Preferred: ITIL v4 Managing Professional (MP) Desired: ITIL v4 Strategic Leader (SL) Strong experience with ITIL and other service management methodologies. Well versed with process KPIs and ability to report on them. Proficient 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. 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 ****** or alternatively Toll Free: 888-560-1782 (Prompt 4). #J-18808-Ljbffr