Service Delivery Manager 3 Job

Job Description

Job Title:Service Delivery Manager 3
Job ID:257615
Location: US-Minnesota-Minneapolis
Full/Part Time: Full-Time
Regular/Temporary:Regular

Day to Day Work

The Service Delivery Manager 3 (SDM 3) provides leadership in the delivery management of the Unisys accounts. Having a regional span of oversight for end to end delivery, the SDM 3 works with Unisys service and solutions providers and Unisys partners/subcontractors to ensure superior levels of customer satisfaction for Unisys. The SDM 3 provides guidance to subordinates based on organizational goals and company policy.

Key Responsibilities/Outcomes

Support the Global Delivery of Services provided by Unisys to a particular account or groups of accounts. Responsible for the successful planning and implementation of the contracted services where success criteria include meeting cost, schedule, performance and quality requirements.

Establish global standard operating policies and procedures that affect subordinate organizational units. Interprets, executes and acts as an advisor to subordinate managers to meet schedules or resolve technical or operational problems.

Manage the statement of work. Develops and administers budgets, schedules and performance standards to maintain and optimize the cost of delivery and service. Manages the gross margin percentage and dollars on assigned account(s). Ensure the billings are accurate and optimized. Interpret client requests and Unisys services to the contract statement of work.

Assists in the development of overall objectives and long-range goals for the Service Delivery Management Team. Responsible for managing delivery resources assigned to their accounts on a daily basis. Act as the single voice of service delivery for Unisys.

Participate in Contract and Account Governance by establishing key business and professional relationships with appropriate delivery organizations to facilitate effective business relationships. Establish clear communication channels with the customer from a strategic and operational perspective. Participate in regular service performance reviews including monthly Project Status Reviews. Conduct periodic meetings with clients and delivery teams daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings.

Apply and provide operational risk management strategies including delivery processes and procedures. Participate in compliance, quarterly audits, rigorous governance and SOX compliance. Participate in business continuity planning and testing and improve the Ops Maturity Index

Coordinate all levels of customer satisfaction: develop and implement quarterly customer surveys; conduct strategic customer satisfaction interviews. Develop and deliver regular reports on performance to Customer and Unisys senior executives. Manages escalation issues with the customer.

In conjunction with the Account Management Team, take accountability for Service Level Agreements with the customers. Co-develop annual review of service level requirements. Manage contract scope and any variations and review outcomes of monthly operational reviews with regional service delivery organizations. Take accountability for all customer issues to satisfactory resolution. Act as first point of contact for Customer and follow up on any issues.

Manage any change requests through completing the change order request form, request tracking and statusing to the client.

Assist account management with identifying new services to offer to the client, in particular around our portfolio offerings.

Inspire and lead the Unisys Service Delivery team, champion Unisys vision, values and key messages internally. Ensure standard methodologies and processes are employed throughout the teams.

Work closely with other Service Delivery Managers, Service Delivery Organizations and the Account Management team to share learning and knowledge