Job Description
Job Title:Service Delivery Manager
Job ID:269252
Location: US-Illinois-Chicago
Full/Part Time: Full-Time
Regular/Temporary:Regular
Day to Day Work
Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology. With approximately 23,000 employees, Unisys serves commercial organizations and government agencies throughout the world.
The Service Delivery Manager provides leadership in the delivery management of the Unisys accounts. Having a regional span of oversight for end to end delivery, the Service Delivery Manager works with Unisys service and solutions providers and Unisys partners/subcontractors to ensure superior levels of customer satisfaction for Unisys. The Service Delivery Manager provides guidance to subordinates based on organizational goals and company policy. Service Delivery Manager is accountable for managing service delivery to one or more client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
The Service Delivery manager currently has several Technology Towers that supports the services that Unisys manages for the client. The tower areas are Service Desk (Help Desk), Desktop Management, End User Support, Data Center Operations, Enterprise Computing, Collaboration, Network Management, Security Services, and ITSM7 support. The service delivery manager will provide day-to-day operational vision and leadership in managing and deploying cutting-edge IT technologies to ensure client operations are seamless.
The Service Delivery Manager is accountable for:
* Desktop Management – Image Management, Asset Management, End User Support – IMAC, DSS such as Desktop/Laptops and Printers
* Data Center and operations
* Enterprise Computing
* Data center services for 500+ production physical and virtual (mixture of Windows, Unix, VM) servers
* c-RIM for all Servers and NW devices in DCs and NW Printer Devices at client sites
* Collaboration
* Exchange, O365, SharePoint and Communicator Infrastructure
* Storage Management – 100+TB SAN
* Database Support – SQL & Oracle
* Network Management –
* LAN devices
* WAN Devices
* Voice
* Security Services – Firewall, VPN, access control, etc.
* Service Desk, ITSM monitoring and reporting
* Achieve productivity improvements, Transforming and grow the business. Maximizes same account growth opportunities
* Develop strong relationships with client and teams
* SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
* Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.
* Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures.
* Ensures resources, capabilities and capacity to meet both existing and new business demand
* Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
* Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including partners and suppliers to ensure a seamless end-to-end delivery of service for clients
* Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
* Motivates, develops and mentors other service delivery employees and managers where relevant
* Champions team-working, knowledge sharing and promotes the increased use of Shared Services capability
* Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
* In conjunction with the Service Development Managers, Sales and Service Delivery Management teams stimulates & defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and deliverable
Key Responsibilities
Support the Global Delivery of Services provided by Unisys to a particular account or groups of accounts. Responsible for the successful planning and implementation of the contracted services where success criteria include meeting cost, schedule, performance and quality requirements.
Establish global standard operating policies and procedures that affect subordinate organizational units. Interprets, executes and acts as an advisor to subordinate managers to meet schedules or resolve technical or operational problems.
Manage the statement of work. Develops and administers budgets, schedules and performance standards to maintain and optimize the cost of delivery and service. Manages the gross margin percentage and dollars on assigned account(s). Ensure the billings are accurate and optimized. Interpret client requests and Unisys services to the contract statement of work.
Assists in the development of overall objectives and long-range goals for the Service Delivery Management Team. Responsible for managing delivery resources assigned to their accounts on a daily basis. Act as the single voice of service delivery for Unisys.
Participate in internal and external Contract and Account Governance by establishing key business and professional relationships with appropriate delivery organizations to facilitate effective business relationships. Establish clear communication channels with the customer from a strategic and operational perspective. Participate in regular service performance reviews including monthly Project Status Reviews. Conduct periodic meetings with clients and delivery teams – daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings.
Apply and provide operational risk management strategies including delivery processes and procedures. Participate in compliance, quarterly audits, rigorous governance and SOX compliance. Participate in business continuity planning and testing and improve the Ops Maturity Index
Coordinate all levels of customer satisfaction: develop and implement quarterly customer surveys; conduct strategic customer satisfaction interviews. Develop and deliver regular reports on performance to Customer and Unisys senior executives. Manages escalation issues with the customer.
In conjunction with the Account Management Team, take accountability for Service Level Agreements with the customers. Co-develop annual review of service level requirements. Manage contract scope and any variations and review outcomes of monthly operational reviews with regional service delivery organizations. Take accountability for all customer issues to satisfactory resolution. Act as first point of contact for Customer and follow up on any issues.
Manage any change requests through completing the change order request form, request tracking and statusing to the client. Assist account management with identifying new services to offer to the client, in particular around our portfolio offerings.
Inspire and lead the Unisys Service Delivery team, champion Unisys vision, values and key messages internally. Ensure standard methodologies and processes are employed throughout the teams.
Work closely with other Service Delivery Managers, Service Delivery Organizations and the Account Management team to share learning and knowledge. Ensure growth of team competence, service delivery and effectiveness.
Manage the internal relationships required to deliver our service obligations. Contribute to performance reviews and individual development plans and actively seek opportunities for the growth and development of core and professional competencies for the entire Unisys delivery team.
Technical and Behavioral Skills
Applicants must have appropriate technical expertise and a proven record of achievement in leadership and operations in the IT field at the level of this position.
The successful candidate will have the vision to anticipate future advances in IT as they relate to traditional IT Outsourcing; the leadership skills to help client stay abreast of IT trends; and the foresight to plan for appropriate responses to changing infrastructure needs.
10+ years prior experience in an outsourcing engagement, service desk management, desktop support, and end user services is highly desirable. Strong administrative, interpersonal, and leadership skills are required, as is a strong commitment to the highest ethical standards in IT use.
A proven ability to foster collaborative efforts, to build and lead partnerships with corporate entities, and developing revenue opportunities is also needed.
Strong client focus – ability to operate at prime customer contact level typically at senior manager/director level
Demonstrates a breadth and depth of operational service delivery management expertise.
Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment
Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
Strong communicator at all levels
Proven experience of contract negotiation and supplier management; experience of successfully
BS Degree in Information Systems and 10 years related experience required.
Experience providing IT Service Management leadership and ongoing support with an ITIL Foundation Certificate in Service Management preferred
Do you have what it takes to be mission-critical? Apply Now.
Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at www.Unisys.com.
Unisys is an Equal Opportunity Employer (EOE). M/F/D/V.
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