Unisys Milton Keynes, England, United Kingdom
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Unisys Milton Keynes, England, United Kingdom
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Join to apply for the Proactive Engineer Delivery Lead role at Unisys
What Success Looks Like In This Role
* Service Delivery: Accountable for the successful delivery of the XMO service to clients, ensuring a seamless and outstanding end-user experience.
* Team Collaboration: Work closely with Proactive and Automation Engineers to build and implement successful use cases, showcasing real value through improvements, tangible savings, and benefits.
* Customer Relationship Management: Develop and maintain excellent customer relationship skills, understanding customer strategies to recommend the right initiatives from the XMO service.
* Experience Level Review Meetings: Conduct Experience Level Review meetings to discuss the value of findings and conduct roadmap planning to ensure the best use of Digital Experience (DEX) features and Experience Level Agreement (XLA) implementation.
* Data Analysis and Problem Solving: Analyze data, identify challenges, and implement effective remediations and automations developed by the automation team to enhance the digital employee experience.
* Business Analysis and Technical Knowledge: Utilize strong business analysis skills and technical knowledge of digital employee experience tools to collaborate with stakeholders, drive use cases, and ensure successful outcomes.
* Documentation and Reporting: Develop and maintain documentation, including workflows, processes, and standard operating procedures, to ensure consistency and knowledge sharing within the team. Prepare and present monthly Experience Level Reports (XLR) to customers, highlighting insights and recommendations for improving the digital employee experience.
* Continuous Improvement: Stay updated on emerging technologies, industry trends, and best practices in digital employee experience, business analytics, and technical troubleshooting. Identify opportunities for process improvements within the proactive engineering team.
What Success Looks Like In This Role
IMPORTANT: This role requires you to be eligible for Security Clearance
* Service Delivery: Accountable for the successful delivery of the XMO service to clients, ensuring a seamless and outstanding end-user experience.
* Team Collaboration: Work closely with Proactive and Automation Engineers to build and implement successful use cases, showcasing real value through improvements, tangible savings, and benefits.
* Customer Relationship Management: Develop and maintain excellent customer relationship skills, understanding customer strategies to recommend the right initiatives from the XMO service.
* Experience Level Review Meetings: Conduct Experience Level Review meetings to discuss the value of findings and conduct roadmap planning to ensure the best use of Digital Experience (DEX) features and Experience Level Agreement (XLA) implementation.
* Data Analysis and Problem Solving: Analyze data, identify challenges, and implement effective remediations and automations developed by the automation team to enhance the digital employee experience.
* Business Analysis and Technical Knowledge: Utilize strong business analysis skills and technical knowledge of digital employee experience tools to collaborate with stakeholders, drive use cases, and ensure successful outcomes.
* Documentation and Reporting: Develop and maintain documentation, including workflows, processes, and standard operating procedures, to ensure consistency and knowledge sharing within the team. Prepare and present monthly Experience Level Reports (XLR) to customers, highlighting insights and recommendations for improving the digital employee experience.
* Continuous Improvement: Stay updated on emerging technologies, industry trends, and best practices in digital employee experience, business analytics, and technical troubleshooting. Identify opportunities for process improvements within the proactive engineering team.
You will be successful in this role if you have:
* Bachelor's degree in a relevant field, such as Business Administration, Computer Science, IT Service Delivery, or a related discipline.
* Proven experience in business analysis, data analysis, or a similar role, with a strong focus on improving the digital experience.
* Strong analytical and critical thinking skills, with the ability to identify patterns, trends, and areas for improvement based on data analysis.
* Good understanding of Digital Experience Management tools and platforms, with the ability to troubleshoot basic technical issues.
* Proficiency in Excel and PowerPoint is a must.
* Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at various levels.
* Detail-oriented mindset, with a commitment to delivering high-quality results and ensuring accuracy in analysis and documentation.
* Ability to work independently, manage multiple tasks and priorities, and meet deadlines in a fast-paced environment.
* Endpoint troubleshooting experience with Windows and/or MAC.
* Knowledge of PowerBI and ADO would be a plus.
* Proficiency with Nexthink would be a plus.
* SCCM/Intune/JAMF knowledge would be a plus.
* Knowledge of scripting languages or programming skills would be a plus.
* At least 2 years of experience in IT Service Management is required. ITIL v.4 Foundation certification is a plus.
* Proven experience as a Delivery Lead or similar role, delivering a customer service.
* Strong understanding of automation or software development cycle.
* At least 2 years of experience in a customer-facing role, with excellent business relationship and communication skills.
* Presentation skills, business writing skills.
* Strong leadership skills to manage XMO Proactive and Automation teams and drive cross-functional teams.
* Experience in Agile or Problem Management methodologies.
* Strong reporting and visualization skills using tools like Excel, PowerBI.
* Driven, focused, proactive, with a can-do attitude.
* Energetic, positive, flexible, motivated, and motivating.
* Experience in Digital or User Experience Management tools is a plus.
Become part of our "Winning Culture"! An international and varied field of work with worldwide opportunities awaits you! We always strive for the optimum for our first-class customers from a wide range of industries!
Corporate Social Responsibility and DEI (Diversity, Equity, and Inclusion) standards are especially important to us and go far beyond the usual! Associate Impact Groups are formed voluntarily to further develop and support our DEI standards internally.
Our Unisys University is available to you according to your individual needs. An MBA sponsorship program is also available! Our goal is to help you realize your individual potential!
International work opportunities abroad for all employees
"Wellbeing & Employee Assistance Program": Your (mental) health is important to us and is treated confidentially by a neutral party!
Solid qualification-, performance- & competence-based remuneration model, attractive pension scheme and various allowances
Bonus/referral/incentive/recognition programs - we want you to feel appreciated at Unisys!
What do we offer?
* Pension
* Life Assurance
* Private Medical
* Option for private dental
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.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
IT Services and IT Consulting
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