SMO Manager

  • Unisys
  • Austin, TX
  • 11 days ago


Job Description

Job Description

We Believe in Better!

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world.

Enhancing people’s lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better!

Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions.

You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work.

Our success is a direct result of the work of our people who live and breathe our Core Beliefs.

Simply put, we believe in better lives.

Join us!

Learn more about Unisys and our key solution offerings: Unisys, Stealth™, CloudForte®, InteliServe™

What success looks like in this role:

Provides point of contact for process related questions or issues or escalations.

Ensures contractual service support requirements are understood and managed.

Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.

Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.

Presents operational and service level reports and explains service level support available to internal or external customers.

Ensures facilitation of Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, Service Level Management, etc.

Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.

Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.

Ensures process managers review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelinesConducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectationsWorks closely with other regional Service Management leaders to recommend changes to practices, processes and procedures to improve customer satisfaction, team’s efficiency and productivityMaintain transparent communication.

Appropriately communicate organization information through staff meetings, one-on-one meetings, emails, etcReview and monitor Service Management team performance against established KPIs and drive performance improvements

You will be successful in this role if you have:Bachelor’s Degree and a minimum of 8 years of relevant experience or equivalent combination of education and work experience in People Management.

Strong understanding of ITIL V3 and ITIL 4 processes and principals.

Strong verbal and written communication skills.

Strong ability to create and document processes.

Experience Managing global teamsOutstanding interpersonal relationship building and employee coaching and development skillsExcellent organizational management skills and attention to detailAbility to negotiate and influenceRelationship buildingGreat attention to detailLeadership, analytical, “can do” attitude


Notice For U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

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