OPERATIONS MANAGER

Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations.
Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.

We are currently looking for talented individuals for
OPERATIONS MANAGER
Role purpose
Managing the RCC (Resource Control Centre) and CRC (Call Reception Centre) operations, ensuring that all operational targets and people performance related targets are met.

Key responsibilities /outcomes

• Manage the day to day operation of the RCC and CRC teams, ensuring that work is scheduled in accordance with the client contractual requirements.
• Control the level of resources required to deliver the services, ensuring that there is sufficient resource both within RCC and CRC teams and the geographic engineer community to achieve service requirements. Ensure all relevant KPIs are defined, understood and operational SLAs are proactively monitored, reported upon and met.
• Ensure all time and project related expenses are recovered from the appropriate Business Unit.
• Ensure that no project or engagement transfer without the necessary training, processes, documentation, sign-offs, agreed SLAs and any other pre-requisites being in place.
• Lead, coach and develop direct reports to achieve effectiveness and continuous improvement
• Set goals and objectives and delegate tasks with consideration and appropriateness, lead motivate and manage a team of approximately 60 people
• Successfully resolve escalations or process failures within the scope of delivering service requests. Document and keep records of the reasons for and results of escalations as required
• Take lead in planning and implementation of new client activity
• Ensure external Client Visits to the centres run smoothly and to the satisfaction of the Unisys account team members that accompany the guests
• Proactively monitor operational performance and identify underperformance areas and potential risks to be mitigated and avoided in the future. Define action items and promote improvement ideas in a systematic way in order to achieve bigger efficiency and productivity and high quality service provided to our clients
• Manage the recruitment and selection process for new team members