Service Delivery Assoc 3

3 weeks ago

Bengaluru, India Unisys Full time

**Job Description** We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**: Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:

- **Who we are**:

- Our Vision: Enhancing people’s lives through secure, reliable advanced technology.
- Our Core Beliefs:

- Curiosity: We embrace the unknown and continuous learning.
- Creativity: We look past routine ways of doing things.
- Client-Centricity: Our clients’ success is our success.
- Integrity: We act ethically and honestly.
- Responsible for managing the delivery for few clients. Delivery includes implementing the FSR (WFM) Cycle end to end.
- Process Improvements
- Hypercare program for new accounts
- Work with Solution Architects for prospective customer
- People Management/Development
- Knowledge Enhancement
- Focus on improvement areas by client for all FSR (WFM) metrics
- Effective Coordination within the Team and a good Team Motivator
- Initiatives that would improve the process/metrics for an account/Region

LI-MG2

**You will be successful in this role if you have**:

- Certification/Knowledge in Work Force management tools Genesys / IEX and exposure to telephony system Genesys / InContact
- Must require end to end FSR (WFM) operation experience, strong capacity planning experience, solution development, design and implementation.
- Strong exposure to building Long, Medium and Short Range forecast.
- Capable of predicting and reviewing trends based on historical information.
- Strong knowledge on FTE and budget building.
- Proactively provide workforce management and capacity planning analysis of procedures and/or structure and make recommendations for improvement, including recruiting requirements, long term planning, forecasting to ensure maximum effectiveness and efficiency.
- Experience with the Service Delivery process and have worked in Virtual environment. Sound understanding of Metrics and key performance drivers, Proven experience or knowledge in using practices, processes & technology tools in Service Delivery environments
- Need to have Advanced Excel & Macro experience
- Keeping in regular touch with operations/client on forecasts and Service Level performance and highlighting any deviations wherever applicable.
- Ensuring the accuracy and timeliness of client reporting
- Eye for detail, ability to spot trends in data, deviations etc.
- Strong People Management & Communication Skills

**Education & Certifications -** Diploma with minimum 2 year experience In WFM / Bachelor’s Degree with minimum 1 year experience

**eeo**

Notice For U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

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