Service Management Principal Associate

What success looks like in this role: We are looking for a   Service Management Associate   Principal   to join our team and   oversee, facilitate and administer ITIL based service support. Manage and oversee Unisys service delivery through processes, including incident, major incident, problem, request and change management with a focus on improving overall service quality. Coordinate client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.   When required by the client engagement, you may also support Service Integration and Management (SIAM) activities by helping coordinate internal teams, strategic partners, and vendors to ensure services are delivered in line with agreed service levels, ITIL best practices, and client expectations.

Service Management     Lead   the Service Management   team, define, and coordinate day-to-day responsibilities of service management staff for Regular Clients   Coordinate day-to-day Service Management activities across internal support teams to support consistent service delivery.   Monitor service performance, SLA compliance, KPIs, and operational effectiveness, providing regular reports and actionable insights.   Drive continuous service improvement initiatives across in-scope services and ITSM processes.   Track and manage service management activities, ensuring process compliance, documentation accuracy, and timely completion of obligations.   Monitor service tickets and process performance using service management tools, ensuring quality, completeness, and target achievement.   Act as an escalation point for service and process-related issues, coordinating resolution across appropriate support teams.   Maintain service documentation, account profiles, process-related procedures, and operational policies.   Conduct process audits and spot checks to ensure compliance with ITIL processes and organizational standards.   Train and mentor team members while promoting Service Management best practices.   Additional Responsibilities: SIAM Support, as Required by Client Engagement   Support SIAM activities when required by the client, including coordination across internal stakeholders, strategic partners, vendors, and client-facing teams.   Facilitate collaboration between multiple service providers to support end-to-end service delivery and operational alignment.   Support vendor governance by participating in operational and performance reviews and tracking supplier service delivery.   Maintain SIAM-related procedures and documentation where applicable to the client environment.   Assist with cross-provider escalations and service integration activities to ensure ownership, accountability, and timely resolution.   You will be successful in this role if you have: Bachelor's degree or equivalent professional experience.   6-8 years of   Experience in IT Service Management, Service Delivery, SIAM, or a similar support role , preferably including leadership experience .   Good understanding of ITIL principles and IT Service Management processes.   Experience working with multiple stakeholders, cross-functional teams, and third-party vendors.   Strong analytical skills with experience reporting on SLAs, KPIs, and operational performance.   Excellent organizational, communication, and stakeholder management skills.   Ability to coordinate multiple priorities in a fast-paced environment and drive issues to resolution.   Experience with service management tools (e.g., ServiceNow or similar ITSM platforms) is an advantage.   Continuous improvement mindset with the ability to identify opportunities to enhance service quality and operational efficiency.   Strong English communication skills, both written and verbal.   What do we offer?   Hybrid working   is supported   Monthly   gross 44.200 HUF cafeteria   - regardless of your weekly working hours   Home office