Overview
Proactive Engineer Delivery Lead – Unisys
Location: Milton Keynes, England, United Kingdom
Note: This role requires eligibility for Security Clearance.
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 You Will Need
* Bachelor\'s degree in a relevant field, such as Business Administration, Computer Science, IT Service Delivery, or 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 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.
What We Offer
* Pension
* Life Assurance
* Private Medical
* Option for private dental
Equal Opportunity
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 require reasonable accommodation, contact GlobalRecruiting@unisys.com or Toll Free: 888-560-1782.
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