Service Manager Jobs

About The Position

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.

Benefits

• Unlimited paid time off
• 401(k) plan
• Comprehensive healthcare
• HSA matching
• Ongoing learning opportunities