Experience Delivery Lead in Sleepy Hollow, NY

What success looks like in this role:

• Overall accountability of a success of delivering experience as a service. Monitor automation progress, identify issues and risks, and create mitigation plans with clear actions and ownership.

• Implement and drive XLAs towards the outcomes and experiences that end users expect from the XMO service.
• Managing Proactive and Automation Engineers to implement cases to achieve required outcomes efficiently.
• Creating and taking forward experience use cases and automations that demonstrate positive outcomes to the customers.
• Building relationship with customers and cross-functional teams internally and externally.  Collaboration will be a key to increment value of the XMO across all service towers.
• Take ownership of preparing and delivering Experience Level reports to highlight achievements and cases in progress.
• Understand customer strategy and roadmap to align XMO initiatives to obtain the maximum value.
• Initial point of contact for customers throughout contract lifecycle.

You will be successful in this role if you have:

• Bachelor's degree in a relevant field (e.g., IT service delivery, client delivery, project management) or equivalent practical experience.
• At least 2 years of experience in IT Service Management is required. ITIL v.4 Foundation certification is a plus.
• Understand concept between traditional services SLAs and emerging XLAs.
• Proven experience as a Delivery lead or similar role, delivering a customer service.
• Have a strong understanding of automation or software development cycle.
• Possess great business relationship and communication skills.
• Able to communicate clearly with all team members and customers about the findings in non-technical language.
• Possess strong leadership skills to manage XMO Proactive and Automation teams and drive cross-functional teams.
• Experience in Agile methodologies and using JIRA is a plus.
• Strong reporting and visualization skills using e.g Excel, PowerBI.
• Driven, focused and proactive, with a can-do attitude.
• Energetic, positive, flexible, motivated, and motivating.
• Experience in Digital or User Experience Management (DEX) tools is a plus.

Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) plan, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We’re committed to supporting work-life balance and investing in your future success.

At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

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This role may require access to export-controlled commodities and technology.  Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.