Unisys is a global information technology company that specializes in providing industry-focused solutions integrated with leading-edge security to clients in the government, financial services and commercial markets.

Unisys offerings include security solutions, advanced data analytics, cloud and infrastructure services, application services and application and server software.

Request Management Process and Catalogue Manager

Role Description:

    As part of our drive to develop and enhance our technical support offering from our Budapest office we are recruiting for an experienced Request Management Process and Catalogue Manager.

    Working as part of our fast-growing dedicated Global EMEA Service Management unit, responsible for a high-priority Unisys client, you will be responsible for a wide range of Request and Catalogue process management activities, including:

  • Implementation, coordination and execution of Request Fulfilment processes
  • Process controlling and quality management:
    • Safeguarding of the compliance with the defined processes including KPI definitions
    • Monitoring and reporting of the process (KPIs) to the Client Process Owner and stakeholders
    • Escalation of process violations
    • Development and testing of measures, new tools and making proposals to continuously improve the efficiency of processes
    • Facilitate and lead cross provider meetings
    • Monitoring CSAT(Customer Satisfaction) results, define actions if needed
    • Complete accurate documentation of the process and providing status updates to client
  • Catalogue management:
    • Handling new change requests to the IT Service Portal
    • Responsibility for the pre-approval process negotiations and change categorization
    • Progress change monitoring, providing action in line with the client expectations
    • Proactively suggesting improvements in the tool and catalogue structure in order to help effective handling of Request Catalogue change requests

Requirements:

  • Excellent oral and verbal communication skills, fluency in English
  • ITIL Foundation Certification as a minimum (completed ITIL Intermediate Service Operation module is highly beneficial)
  • 3+ years working experience in ITIL processes in managed IT service industry, working directly with client service management
  • Good working knowledge of MS Office tools (Excel, Word, PowerPoint, MS Project)
  • HPSM knowledge is an advantage (or strong working knowledge of managing the Service Request Catalogue for other ITSM platforms)
  • Excellent skills and disciplined approach to understanding, setting up, managing and improving processes across teams
  • Good understanding on Request Management processes
  • Proven experience of developing and maintaining customer relationships including managing expectations and delivering results in time and in high quality
  • Strong problem solving, time management and organisational skills

Why should you join us?

  • Work with a top-priority global Unisys client
  • Competitive compensation package
  • Be part of a dynamically growing, open-minded multinational environment
  • Collaborate with multiple local and international counterparts on a daily basis
  • Shape your future career by participating in individualistic leadership and technical trainings (eg. ITIL sub-modules with certifications)
  • Home office options and flexibility

Sector(s):

  • Business Supporting Centres
  • IT Support
  • IT Operation, Telecommunication
  • IT Support, Helpdesk
  • Full time

Experience required:

  • 3-5 years professional experience

Required language level:

  • English - intermediate / communication

Job location:

Budapest

How to apply/ contact information:

You can apply with the „Jelentkezem" button underneath.