Senior Operations Manager

What success looks like in this role:

• Manages supervisors and teams across the whole organization.
• Contributes to the development and implementation of Service Desk policies, procedures and workflows.
• Monitors Service Desk performance metrics, including response time, resolution time and client satisfaction.
• Identifies areas for improvement and drives solution implementation to enhance service delivery.
• Ensures adherence to ITIL / related best practices.
• Serves as the focal point for resolving significant and complex issues escalated from lower levels and/or from clients and clients.
• Monitors and presents Service Desk Support metrics, including performance indicators, trends and costs, to management.
• Ensures compliance with security policies and regulations.
• Contributes to development and maintenance of incident response plans and procedures.

You will be successful in this role if you have:

BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and relevant experience
2-4 years’ leadership experience

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.