Sr Manager - Service Management

What success looks like in this role:

The Senior Manager of Service Management is responsible for overseeing the delivery and continuous improvement of service management processes within the organization. This role involves managing a team of service management professionals, ensuring high-quality service delivery, and driving initiatives to enhance customer satisfaction and operational efficiency.

• Leads and facilitates the efforts of subordinate managers and professional staff members.
• Oversees the full range of client service delivery activity, including:
 o Major Incident, Change and Problem Management,
 o Day-to-day client contact and interaction,
 o Ongoing client service reviews,
 o Issue identification and resolution,
 o Engagement between Service Management, Account Management, Product and internal functional teams, and
 o Documentation and reporting.
• Drives service level improvement / coordination with cross-functional teams.
• Accountable for account expansion and delivery within assigned client base.
• Resolves escalated problems / projects / issues to maintain strong client retention levels.

#LI-SP2

You will be successful in this role if you have:

• Bachelor/Master Degree with 12 years of relevant experience in related field.

• 12-16 years of experience in service management, with at least 4 years in a managerial role

• Strong knowledge of service management frameworks (e.g., ITIL, COBIT).

• Proficiency in service management software and tools.

• Ability to work collaboratively with cross-functional teams.

• Prepare and present reports on service management performance to senior leadership.

• Stay updated with industry trends and best practices in service management.

• Excellent leadership and team management skills

• Exceptional communication and interpersonal skills.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, 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.