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    Service Desk Operations and Implementations Manager - Budapest, Magyarország - Unisys

    Unisys
    Unisys Budapest, Magyarország

    1 hete

    Unisys background
    Leírás

    We Believe in Better
    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, StealthTM, CloudForte, InteliServeTM

    ,
    • Act as a focal point for specific clients in a highly leveraged environment
    • Hold 3 main types of responsibilities: service management, internal operations management, transition/implementation management
    • In their service manager role operations managers represent the Service Desk towards senior members of the client organization, lead discussions on performance, identify & communicate significant challenges requiring client assistance, and align on potential escalations & productivity or quality improvement opportunities. They support the account teams in upselling activities & discussions by identifying revenue-generating opportunities
    • In their operations manager role, they make sure contractual metrics, as well as internal quality and productivity metrics, are met for their supported clients & teams. They identify and lead improvement projects targeting cost & quality improvements specific to their accounts. They actively participate in overall improvement projects for the Hungary SD org & Unisys Hungary targeting cost/quality improvement or employee retention.
    • In their implementation manager role, they act as the project manager for scope expansion projects of their respective accounts and are assigned to SD implementation for new clients which they cover from a scope/costing/scheduling/planning and risk management perspective.
    ,
    • At least 6 years of overall professional experience are required, including 3 years of leadership experience in the service desk environment
    • Experience in leading cost efficiency and quality improvement projects in a service desk environment,
    • Knowledge and experience in applying ITIL principles and standards to improve incident resolution and customer service standard
    • Good understanding of the context of the service desk including support functions and overarching processes
    • Strong analytical abilities
    • Fluent English skills and additional German or French language knowledge are an advantage
    • Project management experience is an advantage
    ,
    • "Customer-first" attitude
    • High-performance driven personality and high sense of ownership
    • Proactivity, sense of urgency and ability to re-prioritize if needed
    • Ability to express yourself in a structured and comprehensive manner
    • Ability to communicate and act in an assertive and collaborative way
    • Ability to think tactically and strategically
    ,
    • Monthly gross HUF cafeteria - regardless of your weekly working hours
    • Private Health Insurance - Premium Package provided for all Unisys associates after 6 months tenure
    • Home office allowance
    • Last and foremost, a great team, also a lot of learning and training opportunities
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