As a pivotal figure in IT service management, you will oversee and administer support services based on ITIL best practices. The ideal candidate will have a strong grasp of Service Management principles, particularly in Service Request Management and Service Level Management.
Key Responsibilities
* Act as the primary point of contact for Service Request process and compliance issues across multiple service providers.
* Monitor and optimize SRM processes to enhance efficiency and effectiveness, providing recommendations for continuous improvement.
* Evaluate Service Requests against industry standards and develop strategies to elevate performance.
* Identify opportunities to create customized catalogue items from generic request tickets, streamlining the fulfillment process and improving user experience.
Required Qualifications
* 4-6 years' relevant experience
* Exceptional written and verbal communication skills
* Comprehensive knowledge of ITIL V3/V4 processes and principles
Mandatory Requirement: Baseline Security Clearance
Unisys is an equal opportunity employer.