MIM, Problem, Change Management Advisor - Associate Principal Service Management

• Curiosity: We embrace the unknown and continuous learning.
• Creativity: We look past routine ways of doing things.
• Client-Centricity: Our clients' success is our success.
• Integrity: We act ethically and honestly.

• Provide command-and-control leadership during major incidents to ensure rapid service restoration and minimal business impact
• Lead and facilitate major incident bridge calls, driving coordination, accountability, and clear direction across resolver teams
• Own end-to-end incident governance, including impact validation, escalation management, and decision-making
• Coordinate cross-functional technical teams to drive timely resolution of incidents
• Deliver clear, timely, and audience-appropriate communications to stakeholders, including executive updates
• Ensure accurate documentation of all incident activities, actions, decisions, and timelines within the ITSM tool
• Maintain ownership of incident progression, ensuring adherence to process, SLAs, and operational standards
• Proactively escalate risks, delays, or gaps to appropriate leadership levels
• Drive post-incident reviews, ensuring root cause identification and follow-up actions are completed
• Identify and implement continuous improvement opportunities to strengthen incident response and reduce recurrence

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.

• 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.

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