Senior Engineer Service Management

ITIL Based Service Support Manager

This role oversees, facilitates and administers ITIL based service support and requires a strong understanding of Service Management practices, with a particular emphasis on Service Request Management and Service Level Management.

Service Request Management

• Serve as the primary contact for Service Request process and compliance issues across all the customer's service providers.
• Monitor and drive the efficiency and effectiveness of SRM processes, making recommendations for continuous improvement.
• Ensure that Service Requests are resolved within Service Level Agreement (SLA) targets to help maintain high standards of service delivery and customer satisfaction.
• Periodically audit Service Request tickets against Unisys standards and create improvement actions to uplift performance.
• Identify opportunities to create specific catalogue items from generic request tickets, streamlining the fulfilment process and improving the user experience.

Service Coordination / Service Level Management

• Perform routine service management duties as requested.
• Track and measure service performance against agreed targets
• Build and maintain relationships with customers and stakeholders, ensuring that their needs are understood and met.
• Facilitate/participate in meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc.
• Maintain high standards in written and spoken communication
• Identify potential process improvements and makes appropriate recommendations
• Take appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels)

You will be successful in this role if you have:

• 4-6 years' relevant experience
• Excellent written and verbal communication
• Comprehensive knowledge of ITIL V3/V4 processes and principals.

Mandatory Requirement

• Baseline Security Clearance

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