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Unisys Hungary opened its Budapest office in January 2007 and a second office in Pécs in 2012 providing business process outsourcing and technical help desk services to its prestigious clients across Europe. We are currently looking for a talented individual in our Pécs office for the below position.

Service Desk Service Operations & Implementation Manager in Pécs office

Role Purpose:

    Management and guidance of the Service Desk teams. Directly coach and provide daily guidance for 3-5 Service Desk Supervisors
    Work closely together with the reporting team on identify clear measurement criteria and as a Service Manager works both in a pre and post-sales capacity. Responsible for the design and maintenance of comprehensive, cost-effective and deliverable Service Desk and Remote Infrastructure Management solutions which meet the needs of our clients. Remain aware of call volumes, performance and support issues, and essentially manage the relationship with the client(s). Ensure services are being delivered to our clients in line with service level agreements. Additionally, will lead Unisys Hungary internal and external customers in the transition and transformation of the environments via complex integrated solutions that optimize their technology to support and grow their business.

What you will do:

  • Lead several teams of IT Service Desk agents, through Supervisors assigned by Accounts
  • Maximize performance against SLA's
  • Overall measuring and monitoring of the Supervisors performance
  • Responsible for development & improvement plans, talent identification & reviews with agents and Supervisors;
  • Lead overall Managed Shared Service Centre (MSC) specific improvement projects
  • On-board or off-board new clients from operation point of view by closely working together with the Transition team
  • Drive SD operation modifications
  • Cooperate with SDM
  • Monitoring status of delivery
  • Pro-actively managing the implementation of serviced
  • Participation in conference calls, status meetings, face to face meetings with the customers, quality improvement initiatives with clients
  • Serve as client advocate, escalation point and follow up the escalations, and primary interface for client

Requirements:

  • At least 3 years’ experience in service management and people management, preferably in an IT services organization
  • At least 5 years of overall work experience, preferably in an outsourced IT delivery organization
  • Excellent verbal and written skills in English, other European language is an advantage
  • Bachelor’s degree
  • Leadership skills and proactive approach
  • Advanced knowledge of project management
  • Excellent communication, negotiation and influencing skills
  • Interpersonal sensitivity and responsiveness to customers
  • Ability to communicate with customers at the senior management level
  • Assertiveness, hands-on attitude

Advantages:

  • ITIL awareness
  • ITSM knowledge

Why should you join us:

  • Acting not only as an Operations Manager, but also as a Service and an Implementation Manager
  • Being involved in different projects
  • Managing multiple clients
  • Be part of a growing company
  • Use language skills routinely
  • Flexible cafeteria package
  • Multinational environment, multicultural teams
  • Team buildings
  • Training opportunities within working hours
  • Access for the Unisys University

Sector(s):

  • Business Supporting Centres
  • Project Management
  • IT Operation, Telecommunication
  • IT, Telecom Manager
  • Project Management
  • Full time

Experience required:

  • 5-10 years professional experience

Required language level:

  • English - higher advanced/fit for negotiation

Job location:

Pécs

How to apply/ contact information:

You can apply with the „Jelentkezem" button underneath.

A hirdetés adatai:
  • Pozíció neve: Service Desk Service Operations & Implementation Manager
  • Rövid pozíció név: Menedzser
  • Hirdető cég: Unisys
  • Elsődleges kategória:
  • Terület: Baranya megye
  • Város: Pécs
  • Feladatok: Lead several teams of IT Service Desk agents, through Supervisors assigned by Accounts Maximize performance against SLA's Overall measuring and monitoring of the Supervisors performance Responsible for development & improvement plans, talent identification & reviews with agents and Supervisors; Lead overall Managed Shared Service Centre (MSC) specific improvement projects On-board or off-board new clients from operation point of view by closely working together with the Transition team Drive SD operation modifications Cooperate with SDM Monitoring status of delivery Pro-actively managing the implementation of serviced Participation in conference calls, status meetings, face to face meetings with the customers, quality improvement initiatives with clients Serve as client advocate, escalation point and follow up the escalations, and primary interface for client
  • Elvárások: At least 3 years’ experience in service management and people management, preferably in an IT services organization At least 5 years of overall work experience, preferably in an outsourced IT delivery organization Excellent verbal and written skills in English, other European language is an advantage Bachelor’s degree Leadership skills and proactive approach Advanced knowledge of project management Excellent communication, negotiation and influencing skills Interpersonal sensitivity and responsiveness to customers Ability to communicate with customers at the senior management level Assertiveness, hands-on attitude
  • Elvárt végzettség: Főiskola
  • Elvárt nyelvismeret: Angol
  • Foglalkoztatás jellege: Teljes munkaidő
  • Szükséges tapasztalat: 5-10 év szakmai tapasztalat
  • Feladás dátuma: 2018-01-19
Állás, munka még: Unisys>