Dutch-Speaking Service Desk Operations and Implementations Manager

What success looks like in this role:

We are looking for a Dutch-speaking Operations Manager to support one of the world's leading Quick Service Restaurant (QSR) brands within our Service Desk organization. In this role, you will act as a key client focal point, ensuring high-quality technical support delivery across multiple channels.

You will balance service management, operational performance, and implementation responsibilities while driving client satisfaction, meeting KPIs, and leading improvement and transition initiatives in a fast-paced, global environment.

• Act as a focal point for specific clients in a highly leveraged environment
• Hold 3 main types of responsibilities: service management, internal operations management, transition/implementation management
• In their service manager role, operations managers represent the Service Desk towards senior members of the client organization, lead discussions on performance, identify & communicate significant challenges requiring client assistance, and align on potential escalations & productivity or quality improvement opportunities. They support the account teams in upselling activities & discussions by identifying revenue-generating opportunities
• In their operations manager role, they make sure contractual metrics, as well as internal quality and productivity metrics, are met for their supported clients & teams. They identify and lead improvement projects targeting cost & quality improvements specific to their accounts. They actively participate in overall improvement projects for the Hungary SD org & Unisys Hungary, targeting cost/quality improvement or employee retention.
• In their implementation manager role, they act as the project manager for scope expansion projects of their respective accounts and are assigned to SD implementation for new clients, which they cover from a scope/costing/scheduling/planning, and risk management perspective.

You will be successful in this role if you have:

• At least 6 years of overall professional experience are required, including 3 years of leadership experience in the service desk environment
• Experience in leading cost efficiency and quality improvement projects in a service desk environment
• Knowledge and experience in applying ITIL principles and standards to improve incident resolution and customer service standards
• Good understanding of the context of the service desk, including support functions and overarching processes
• Strong analytical abilities
• Fluent English skills and advanced/close to native Dutch language knowledge are compulsory
• Project management experience is an advantage

Besides these, we will need your:

• "Customer-first" attitude
• High-performance driven personality and high sense of ownership
• Proactivity, sense of urgency, and ability to re-prioritize if needed
• Ability to express yourself in a structured and comprehensive manner
• Ability to communicate and act in an assertive and collaborative way
• Ability to think tactically and strategically

What do we offer?

• Hybrid working is supported
• Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
• Private Health Insurance - Premium Package provided for all Unisys associates after 6 months of tenure
• Home office allowance
• Last and foremost, a great team, as well as a lot of learning and training opportunities

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