Coordinador de incidentes mayores - Bilingue
Core
Actúa como gerente de servicios para el soporte interno de un cliente y compromisos con socios estratégicos, integrando y gestionando servicios (SIAM) y seguridad.
Role type
Senior Service Delivery Manager (SIAM)
Builds
Internal client support and strategic partner commitments
Domain
IT Service Management (ITSM) / SIAM
Required skills
Service delivery management, SIAM process delivery, vendor performance management, SLA monitoring, team leadership, continuous improvement program leadership, audit and compliance verification, stakeholder communication
Preferred skills
ITIL process knowledge, virtual team management, escalation point management
Technologies
ITSM tools, SLA management tools
Responsibilities
Monitor service tickets across Unisys and provider tools, track compliance activities and evidence, facilitate process meetings, supervise vendor performance, lead virtual teams, compile and report on SLA compliance statistics, establish continuous improvement programs, conduct random audits for data accuracy, participate in SLM Understanding Documents creation.
Seniority
Senior, hands-on IC