Service Manager

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Manager to join our UniQue Managed Services team.

What will you be bringing to the team?

Our UniQue people come from a variety of different backgrounds and industries, with different skillsets and approaches, but they have one thing in common: a passion for technology and innovation!

For the Service Manager position, we expect you to:

• Manage and report on service management processes (Incident Management, Problem Management, etc.).
• Manage and report team progress related to the work efforts of all responsible areas
• Coordinate tasks and drive actions across teams within a consortium and with external partners in a multinational/global environment.
• Apply Service and project management skills to lead incidents and resolve tickets.
• Oversee and govern support activities performed by managed service providers and other vendor resources.
• Manage high-priority incidents and systems issues. If required, assist the team in troubleshooting and diagnosing problems and engage other internal and external resources to ensure timely resolution. Communicate with customer business users and executive stakeholders, providing status updates on issues and resolution plans.
• Coordinate and prepare project/service management activities, ensure that all project/service targets, goals and deadlines are met
• Evaluate potential risk in project/service
• Ensure the smooth communication with the clients, build trust relationships and follow up to identify areas of improvement
• Act as point of contact and communicate project/service status to all parties
• Monitor client service on a daily basis (technical accuracy and response times)
• Produce monthly reports for the service level against SLA’s, evaluate team’s performance against KPIs
• Ensure high quality client support by using ITIL best practices
• Participate in Presales activities