Service Delivery Manager - Help Desk

Unisys is a worldwide information technology services and solutions company. Our people combine expertise in systems integration, outsourcing, infrastructure, server technology and consulting with precision thinking and relentless execution to help clients, in more than 100 countries, quickly and efficiently achieve competitive advantage. Day to Day Work The Managed Service Center (MSC) Service Delivery Manager will be responsible for the day to day operations of the clients Service Desk operations. This will include but is not limited to:* Staffing* Queue Performance * Customer Satisfaction Ratings * Single-ticket Escalations * Low Survey Scores/Analysis * Agent Level Performance/Attendance* Support Groups * Incident Management * Problem Management * Tech Writers* Tools * Knowledge Base* Financials * Costs * Ensure operating/labor costs are acceptable Track down and reduce unnecessary/wasteful expenses * Revenue * Ensure that revenue amounts are acceptable * Identify and research new revenue opportunities * Make sure pricing is provided (GBMO and PMO) and is appropriate with actual workload, processes and expectations* PMO Coordination * Manage PMO expectations of Service Desk deliverables * Maintain appropriate levels of communication with PMO team to ensure account success* Client Coordination * Provide accurate reporting to client/PMO as necessary * Migration/Rollout/Change planning and strategies * Improvement initiatives * Identify opportunities to improve service quality and value-add * Prepare and communicate initiative plans to PMO and client * Queue-wide Performance * Discuss client concerns regarding queue performance * Work with Operations team to resolve performance issues * Communicate details of action plan to client as appropriate * Tool Management * Helpfile changes * Ensure that Helpfile change requests are submitted and actioned * Communicate new process changes to appropriate helpfile contacts * Reporting * Reporting accuracy management. * Request reporting changes/updates from Reporting teams (Service Center, Symposium, etc.) * Ensure that requested changes/updates are actioned (taking appropriate escalation measures as necessary) * Service Center changes * Work with Operations team (TL, Supervisor, PM, etc.) to identify issues/problems with Service Center tool * Submit change requests to Service Center admin team * Ensure that requested changes/updates are actioned (taking appropriate escalation measures as necessary) * Service Portal * Submit change requests to Portal team * Ensure that requested changes/updates are actioned (taking appropriate escalation measures as necessary) We offer a fully competitive total rewards programs in a Pay for Performance environment, including opportunities for growth and development through Unisys University, an above market vacation policy, tuition reimbursement, competitive health and welfare benefits including medical, dental, life, disability, 401K and (featuring immediate eligibility) and a developing array of work/life benefits.If you are interested in applying for this employment opportunity or exploring similar opportunities, please Apply Online. Unisys is an Equal Opportunity Employer. M/F/D/V. Company:  Unisys Location:  Rochester, NY  Status:  Full Time Job Category:  Project/Program Management Company:  Unisys Reference Code:  WB3/M2ON/222876