Service Delivery Lead
vor 2 Wochen
Help Desk & IT Support (Information & Communication Technology)
Job Title: Service Delivery Lead / Client Delivery Executive
- Must be an Australian Citizen
- Mandatory requirement for NV1 or NV2 Security Clearance.
- Leads the Global and/or local Delivery of Services provided by Unisys to a particular account or group of accounts.
- Responsible for the successful planning, implementation and execution of the contracted services where success criteria include meeting Service Level Agreement (SLA), cost, governance, performance, quality, innovation, continuous improvement, and value requirements through the effective interaction with the related service lines, solution groups, partners and the client.
- Establishes, leads, and maintains tight control of a skilled team of delivery resources for an account to meet schedules or resolve technical or operational problems. Manages the statement of work and controls risks, scope of work, and budget.
- Participates in contract and account governance
- Establishes clear communication channels with the client and internally from a strategic and operational perspective. Participates in regular service performance reviews including monthly Project Status Reviews. Conducts periodic meetings with clients and delivery teams – daily status updates, service level requirement reviews, continuous improvement, change control, and other informal meetings.
- Develops and administers budgets, schedules, and performance standards to maintain and optimize the cost of delivery and service. Achieves approved margin targets on assigned accounts and is targeted to improve account profitability.
- Monitors and reports on the financial health of the account and remedies any financial misses or anomalies.
- Co-develops annual review of service level requirements. Manages contract scope and any variations and reviews outcomes of monthly operational reviews with service delivery organizations.
- Takes ownership and accountability for all client issues to a satisfactory resolution.
- Acts as a point of escalation for issues not resolvable by the service lines.
- Provides operational risk management strategies across an account and ensures that the delivery teams apply these strategies to operational delivery processes and procedures.
- Participates in rigorous governance and SOX compliance audits, business continuity planning and testing, and in all levels of client satisfaction which includes contribution to continuous client satisfaction improvement program. and the Continual Service Improvement and Innovation Program (CSIIP).
- Participates in business continuity planning and testing.
- Develops and delivers regular reports on performance to Client clients and Unisys senior executives.
- Identifies areas for growth at the client by assisting account management in bringing new services to offer to the client.
- Drives service line continuous improvements and challenges the service lines to bring innovative solutions then presents those improvements and innovations regularly to the client.
You will be successful in this role if you have:
- Bachelor's degree and 8+ years of related professional experience, 3+ years managing specific areas.
- Essential qualifications in IT, Business Administration, or related disciplines.
- Requires knowledge of the business, industry, and market, as well as sales strategies, account/program management, service delivery, and financial analysis.
- A sound understanding of the major Unisys service offerings and an appreciation of evolving technologies and industry trends. Experience and understanding of the support of an IT outsourced environment, including service desk, field services, network operations, applications, infrastructure, and data center environments.
- A proven track record in effective communications, managing service delivery, and relationship management skills.
Which of the following statements best describes your right to work in Australia?
How many years' experience do you have as a Service Delivery Lead?
What's your expected annual base salary?
Do you hold Australian Security Clearance?
How many years' experience do you have as a Client Delivery Manager?
Unisys is a technology solutions company that delivers successful outcomes for the most demanding organizations around the world. Unisys offerings include digital workplace solutions, cloud and infrastructure solutions, enterprise computing solutions and business process solutions. For more information on how Unisys delivers for its clients across the commercial, financial services and government sectors, visit unisys.com.
Unisys is a technology solutions company that delivers successful outcomes for the most demanding organizations around the world. Unisys offerings include digital workplace solutions, cloud and infrastructure solutions, enterprise computing solutions and business process solutions. For more information on how Unisys delivers for its clients across the commercial, financial services and government sectors, visit unisys.com.
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