Senior IT Service Manager in Sleepy Hollow, NY

What success looks like in this role:

Leads onsite Service Management / Hardware Asset Management delivery and serves as the principal point of accountability for in-scope SMO/HAM execution. The role coordinates day-to-day Service Management responsibilities, directs process quality, mobilizes delivery resources, manages escalations, and ensures BAU stability, compliance, and service quality across Incident, Major Incident, Problem, Change, Request, Asset & Configuration, Service Level, Availability, and Continual Improvement practices. The position provides client-facing leadership and ad hoc consultancy where appropriate, while remaining directly accountable for operational execution and follow-through.

• Lead day-to-day execution of the account SMO operating model and ensure responsibilities are completed with 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 for incident performance, recurring operational issues, ticket quality, and governance gaps.
• Support major-incident performance review, 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 reviews, RCA review, corrective-action tracking, known-error/workaround oversight, and closure discipline.
• Ensure the right technical and business stakeholders are engaged and that risks from incomplete corrective actions are visible and escalated.
• Review problem records for completeness, quality, aging, ownership, and evidence of sustained resolution.

• Support Change governance through record-quality monitoring, process reinforcement, audit/spot-check activity, standard-change catalogue review, and participation in approval forums.
• Review request-catalogue effectiveness, identify opportunities to improve use, 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 response even when headline measures remain within target.
• 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 operational and problem-management forums within scope.
• 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 the right teams, clarify ownership, and maintain action-to-closure discipline.
• Provide factual, outcome-focused updates on service health, risks, trends, compliance, and improvement progress.

**Additional Responsibilities:

• Owns onsite SMO/HAM delivery, process quality, operational governance, escalations, client-facing coordination, and execution across in-scope ITIL practices
• Lead coordination and collaboration with ACM Onsite Lead to ensure Lifecycle and Data Governance, and Operational Coordination is successful across ACM services.

You will be successful in this role if you have:

* 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 lead and 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

* ITIL certification or equivalent practical experience strongly preferred

* 7 years + with Service Delivery experience

**MUST BE WILLING TO BE ONSITE 5 DAYS A WEEK IN SLEEPY HOLLOW, NY

Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) plan, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We're committed to supporting work-life balance and investing in your future success.

At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

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This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.