Job Description

What success looks like in this role:

Platform Management

• ITSM Platform Management (ServiceNow)
  Ownership of platform management and day-to-day operations of the ITSM platform on the service provider side. This includes monitoring and ensuring the optimal operation of the ITSM platform for Level 1 and Level 2 support teams. Close collaboration with the platform product teams on the customer side is required.

Vendor Management & Service Integration

• Vendor Tracking and SLA Compliance (SIAM)
  Responsibility for tracking, monitoring, and SLA compliance of all tickets handled by downstream vendor support groups. Ensuring adherence to agreed Service Level Agreements in line with ITIL SIAM principles, including response and resolution times, ticket quality, and backlog management.
• Vendor Coordination and Regular Reviews
  Conduct regular coordination meetings with downstream vendor support groups to discuss optimization opportunities, KPI performance, and continuous improvement of collaboration.
• Primary Contact for Vendor Support
  Act as the primary point of contact for all downstream vendor support groups as well as the internal Level 1 and Level 2 support teams. Serve as the central contact for inquiries, coordination activities, and escalations.
• Vendor Knowledge Transfer and Continuous Improvement
  Proactively collaborate with downstream vendor support groups to identify improvement opportunities, share best practices, and continuously enhance support quality and collaboration processes.
• Escalation Management
  Define, document, and communicate clear and transparent escalation paths between support agents and downstream vendor support groups. The objective is to minimize response times and maximize resolution effectiveness.

Process Optimization & Stakeholder Management

• Strategic Process Optimization
  Work closely with the customer's Service Delivery Manager to continuously optimize and further develop support processes across all service levels.

Monitoring & Reporting

• Reporting and Performance Metrics
  Prepare regular performance reports covering support metrics, SLA compliance, and vendor performance. Use data-driven insights to identify improvement opportunities and communicate recommendations to relevant stakeholders.

You will be successful in this role if you have:

• BA/BS degree and 8+ years’ relevant experience OR equivalent combination of education and experience, Master’s degree preferred

• Profound knowledge in ServiceNow

• Working experience in ITSM environments

• Strong communication and analytical competencies

• Strong understanding for the importance of processes and SLA´s

Why Unisys?

• Hybrid working possibilities within real & practiced customer-centricity as well as employee diversity

• The individual counts at Unisys - be a trusted team member and have supportive supervisors

• Inclusion & Ethics - Work in an ethical company culture where you can be yourself

• Be part of our internal career development programs (variety of technologies, continuous personal career growth)

• Unisys university - unlimited access to our online training tool to improve your soft skills and technical capabilities

• Industry leading 15 week onboarding & training including travels to Budapest (2x 2 weeks Unisys Training Lab) and Munich (1 week – client training (potentially non-mandatory))

• Life insurance – 200% of salary covered

• Private health insurance - comprehensive outpatient cover (with option to cover partner/family at own cost)

• Sports Card – can be used for gym memberships among other health and wellness offerings

• PPK - 1,5% sponsorship, starting after 3 month probation period

• Paid holidays (< 10 years of employment service: 20, >10 years of employment service: 26 days)

• Surplus payments for non-standard shifts (weekend, night, holidays)

• Competitive salary and company bonus within an unlimited work contract

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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here