Senior IT Service Manager in Sleepy Hollow, NY

Unisys•Sleepy Hollow, NY

26d•Onsite

About The Position

The Senior IT Service Manager leads onsite Service Management and Hardware Asset Management (SMO/HAM) delivery and is the principal point of accountability for execution of the in-scope operating model. The role coordinates day-to-day service management, directs process quality, mobilizes delivery resources, manages escalations, and maintains business-as-usual stability, compliance, and service quality across Incident, Major Incident, Problem, Change, Request, Asset & Configuration, Service Level, Availability, and Continual Improvement practices. It provides client-facing leadership and ad hoc consultancy while remaining accountable for operational execution and follow-through. The manager serves as the principal onsite SMO contact for client stakeholders and Unisys delivery leadership, leads governance forums and reporting, and directs cross-functional action through resolution. The role also coordinates with the ACM Onsite Lead to support successful Lifecycle and Data Governance and Operational Coordination across ACM services. The position must be performed onsite five days a week in Sleepy Hollow, New York. The role may require access to export-controlled commodities and technology; applicants should be eligible for any required U.S. Government authorizations. Unisys uses video interviews as part of its hiring process and is an equal opportunity employer.

Requirements

At least 7 years of Service Delivery experience.
Extensive experience leading Service Management and Hardware Asset Management delivery in a complex, multi-tower enterprise environment.
Strong working knowledge of ITIL practices, especially Incident, Major Incident, Problem, Change, Request, Service Level, Availability, Asset & Configuration, and Continual Improvement.
Demonstrated ability to lead governance forums, manage escalations, direct cross-functional actions, and drive issues through resolution.
Experience interpreting service data, identifying trends, challenging incomplete analysis, and translating findings into corrective action.
Strong client-facing communication, executive-ready reporting, facilitation, negotiation, and stakeholder-management skills.
Ability to coordinate geographically distributed resources in an onshore/offshore operating model.
Experience with service-management tooling, dashboards, reporting, process controls, audits, and operational performance measures.
Sound judgment in distinguishing SMO/HAM accountability from delivery-tower, client, supplier, and enterprise-leadership ownership.
Must be willing to work onsite five days a week in Sleepy Hollow, NY.
Should be eligible for any U.S. Government authorizations required for access to export-controlled commodities and technology.

Nice To Haves

ITIL certification or equivalent practical experience.

Responsibilities

Lead day-to-day execution of the account SMO operating model, ensuring clear ownership and timely follow-through.
Coordinate execution across Incident, Major Incident, Problem, Change, Request, Asset & Configuration, Service Level, Availability, and Continual Improvement practices.
Maintain BAU stability, service quality, process compliance, and effective operational handoffs.
Provide Service Management oversight of incident performance, recurring operational issues, ticket quality, and governance gaps.
Support major-incident performance reviews, audit observations, lessons learned, and action follow-through with the MIM function and delivery teams.
Use service trends and operational findings to drive corrective action and improvement.
Lead or facilitate Problem Management governance, including investigation and RCA reviews, corrective-action tracking, known-error and workaround oversight, and closure discipline.
Ensure appropriate technical and business stakeholders are engaged and escalate risks from incomplete corrective actions.
Review problem records for completeness, quality, aging, ownership, and evidence of sustained resolution.
Support Change governance through record-quality monitoring, process reinforcement, audits and spot checks, standard-change catalogue reviews, and participation in approval forums.
Review request-catalogue effectiveness, identify opportunities to improve usage, and coordinate issues affecting request fulfillment.
Own onsite coordination of Availability governance and SLA monitoring for the in-scope service model.
Review SLA and availability performance, investigate exceptions or concerning trends, and coordinate corrective responses.
Support internal SLA reviews, monthly service reporting, and governance discussions with clear analysis and actions.
Host or lead the agreed Service Management governance cadence, including in-scope operational and problem-management forums.
Maintain in-scope practice lifecycle controls, RACI alignment, process documentation, and escalation paths.
Evaluate service-delivery performance, review exceptions, and direct delivery teams regarding applicable processes, policies, and action plans.
Drive continual improvement by identifying recurring failure patterns, reducing manual effort, strengthening controls, and pursuing appropriate automation opportunities.
Serve as the principal onsite SMO contact for client stakeholders and Unisys delivery leadership.
Manage escalations, mobilize appropriate teams, clarify ownership, and maintain action-to-closure discipline.
Provide factual, outcome-focused updates on service health, risks, trends, compliance, and improvement progress.
Own onsite SMO/HAM delivery, process quality, operational governance, escalations, client-facing coordination, and execution across in-scope ITIL practices.
Lead coordination and collaboration with the ACM Onsite Lead to support Lifecycle and Data Governance and Operational Coordination across ACM services.
Coordinate and lead geographically distributed resources in an onshore/offshore operating model.