UNISYS - SENIOR SERVICE DELIVERY MANAGER

Location: Tarrytown, NY

 UNISYS is a global information technology company that builds high performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. We build better outcomes securely for our clients across the Government, Financial Services, and Commercial markets. For more information, visit www.Unisys.com. 

POSITION OVERVIEW:

• The Senior Service Delivery Manager provides leadership in the delivery management of the Unisys accounts. Having a global and/or regional span of oversight for end-to-end delivery, the SR SDM works with Unisys service and solutions providers and Unisys partners/subcontractors to ensure superior levels of customer satisfaction for Unisys. The SR SDM provides guidance to subordinates based on organizational goals and company policy. Act as the single voice of service delivery for Unisys.

  RESPONSIBILITIES:

• Accountable for managing the delivery of contracted outsourced services such as business process and information technology to clients with account revenues with range from US $16 million - $40 million annually (levels will be based on size of account revenue).

• Serves as the primary point of contact to the client(s) regarding overall and day-to-day service delivery.

• Ensures SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.

• Ensures that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget.

• Builds and maintains strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction.

• Ensures that operational teams and subcontractors maintain a clear understanding of the client's needs, and provides day-to-day client advice and support.

• Promotes the organization's capabilities and works to achieve contract extension or to win additional business within the account(s).

• Excludes specific technical functional managers or other individuals temporarily assigned project management 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 through the effective interaction with the related service lines, solutioning groups and the client. Responsible for managing all delivery resources assigned to their accounts on a daily basis. Interprets, executes and acts as an advisor to service line managers to meet schedules or resolve technical or operational problems.

• Participate in 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.

• Manage the statement of work. Develops and administers budgets, schedules and performance standards to maintain and optimize the cost of delivery and service. Achieves approved margin targets on assigned accounts and strives to improve account profitability.

• 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.

• 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.

• Find areas for growth at the client by assisting account management in identifying new services to offer to the client. Recognize business needs and determine if our portfolio offering may be appropriate solutions,

• Manage the internal relationships required to deliver our service obligations and provide leadership, manage and mentor the career development of delivery organizations service delivery managers and coordinators. 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.

SKILLS, EXPERIENCE & QUALIFICATIONS:

• Essential qualifications in IT, Business Administration or related disciplines.
• Requires knowledge of the business, industry, and market, as well as sales strategies, account/program management, service delivery, and financial analysis.
• A sound understanding of the major Unisys service offerings and an appreciation of evolving technologies and industry trends.
• Experience and understanding of the support of an IT outsourced environment, including service desk, field maintenance, network operations, and data center.
• A proven track record in managing service delivery and relationship management skills.
• Achievement of Account Financial Objectives, including Revenue/Profitability, SLA achievement, specific account KPI’s, and the client satisfaction targets.
• Applicants selected must meet the requirements to obtain and maintain US government security clearances and the ability to meet US Citizenship requirement.

Unisys offers a very competitive benefits package including health insurance coverage from the 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 (EEO). MINORITIES, FEMALES, DISABLED PERSONS, AND VETERANS.