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.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
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:
Role: Senior Manager, Delivery – Service Desk
Role Purpose: Manage the Service Delivery, Performance, quality & cost towards the Account team, client and delivery team. Complete understanding and application of industry practices, principles, theories, concepts, and standards. Develops/provides solutions to a wide range of problems. Solutions are thorough, practical and consistent with organization objectives. Work is performed under general direction. Supervise a team of low skilled workers and is generally responsible for one or more of the following: 1) supervising employees who obtain information from services requester, log information into proper call management system and provide information relevant to the call and services provider; 2) supervising employees who deliver remote hardware and software support to resolve basic feature/function questions regarding Off the Shelf (i.e., Microsoft Office applications), client customized enterprise business applications (i.e., PeopleSoft HRMS), or similar areas.
PRINCIPAL RESPONSIBLITIES / OUTCOMES
Serve as a single point of accountability for delivery managed services to Unisys clients, both internal and external for service delivery.
Is the single point of contact for the customer for delivery of all End user services – SD L1, SD L2 & UAM, Swivel, Reporting and any other related functions
Accountable for reviewing the Contract/Statement of works to ensure all services are delivered as stated.
Accountable for SLA/KPI Achievement and continuous improvement of aforesaid deliverable metrics through constant reviews and innovations without impacting end user customer satisfaction
Accountable for Customer Satisfaction Objectives for services managed. This includes end user CSAT, Unisys PMO CSAT and Client Stakeholder CSAT.
Responsible for Achievement of Financial Objectives by ensuring cost to serve for services managed is within target, through effective staffing and use of automation where possible
Build and maintain excellent client relationship. Develop and implement continuous improvement program to enhance service delivery to Customers. (CSIIP)
Manages customer (account team and clients) perception and expectations.
Collaborates with the onsite field support services and other teams as required to effectively and efficiently deliver services. Manages internal relationships required to deliver our service obligations
Is responsible for the cost of Services Operations towards the Global Service Delivery Manager
Take accountability for resolution of all customer issues to high level of satisfaction. Apply and provide operational risk management strategies including delivery processes and procedures.
Participate in compliance, quarterly audits, rigorous governance and SOX compliance. Ensure all documentation is in place.
Ensure services are in line with the defined and agreed ITSM/ITIL processes including the Recovery plans and or the Business Continuity plan if applicable
Ensure that all applicable service reports are delivered for both external and internal consumption
Manage performance of a team.
Delivery to annual performance goals for all direct reportees managed
Ensure effective Communication across all teams
CANDIDATE SPECIFICATIONS
Any Graduation
Relevant work experience of 10 + years in IT/ ITES environment with a knowledge of Unisys Portfolio,
Candidate should have good knowledge of Service Desk and Field Services and good exposure in handling Unisys customers.
Solid organizational and time-management skills
Self-starting, self-motivating, self-learning work approach
Ability to work with minimal supervision and affinity for team-based action planning;
Good Ability Manage Stress/Frustration.
Ability to coordinate multiple, dissimilar activities simultaneously
An aggressive ability to clearly focus on deliverables while controlling disparate organizations involved in setting client expectations and defining service delivery
Ability to develop and maintain good working relationships with clients and internal work groups
Ability to keep management informed proactively of real or potential problem areas and to provide resolution options
Flexibility to work extended work schedules as required
Attitude for quick learning of technical and procedural topics
Experience in service management, and people management experience in an IT services organization
Excellent working knowledge of ITIL processes & hand-on on experience – IM, PM, CM, etc.
Client-focused, resourceful, taking initiative, pro-active. Previous client facing experience
Results driven; analytical skills and logical thought process
Excellent people management skills.
Excellent analytical, communication and negotiation skills with an ability to express complex thoughts/ ideas effectively in individual or group situations.
Strong interpersonal, Relationship Management skills and team player.
Working knowledge of MS Office suite and Understanding of statistical/analytical principles and processes
Excellent Presentational skills
Conflict Management
Excellent communication skills, both oral and in writing, in English
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