Senior Engineer Service Management

What success looks like in this role:

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. This proactive approach will help identify and address potential issues before they escalate.

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 opportunitie...