Service Desk Solutions Principal

What success looks like in this role:

What success looks like in this role:

The DWS Solution Manager for Service Desk will drive the evolution of our existing Service Desk offerings, taking advantage of emerging technologies such as Generative AI, machine learning, automation, analytics, augmented reality, remote sensing and resolution tools, and more to produce an innovative, state-of-the-art offering, so that Unisys continues to drive both revenue and margin from these services. The ‘Service Desk’ goes beyond traditional IT help desk, to be the single point of contact for any information that an employee needs to do their job, providing help with HR, travel, finance, IT and other business processes.

Key Responsibilities:

The Service Desk Solution Manager works with a team of other Solution Managers and Solution Architects in our Solution Management organization within our Digital Workplace Solutions business unit. As such, this role is responsible to identify innovative technology, process improvements, and reseller partner opportunities that will enable Unisys to both expand its Service Desk business and improve the efficiency of those services.

The Service Desk Solution Manager is responsible for the ideation, collateral development, creation of Service Descriptions, delivery partner engagement, go to market strategy, preparation of cost and price models, sales enablement, pipeline curation, and continuous improvement of Unisys Service Desk offerings. This role creates artifacts that are used by stakeholders within other Unisys organizations to market, sell, solution, price, and deliver Service Desk services.  This can include: marketing messaging, whitepapers, sales battlecards, client-facing documentation, sales training, demo capabilities, service descriptions, solutioning guides, costing guides, cost models, RACIs, and Statements of Work. This role:

• Leads all elements of the Portfolio Lifecycle Management process,
• Considers how Service Desk evolution aligns with the overall DWS strategy and partner ecosystem,
• Takes a leadership role in strategic solution business planning, service excellence improvement, and innovation, whilst ensuring governance maturity,
• Leads the research, ideation, and creation of vision, strategy, and roadmap for the offering, collecting input from external analysts, delivery partners, sales, and existing Unisys clients,
• Analyzes feasibility to augment existing Service Desk services by leveraging automation and AI in order to improve efficiency
• Brings solution offerings to market that are market, sales, solution, and delivery ready,
• Manages solution and roadmap plan schedules to meet launch commitments,
• Engages with Unisys Marketing and Business Development to define Go-To-Market messaging for Service Desk solutions along with value proposition message themes,
• Coordinates with Unisys Alliances along with reseller partners directly to deliver co-innovated solutions that deliver extra “stickiness” and joint winning opportunities,
• Develops pricing strategy by determining the various cost drivers or gain share models that should be considered while working with Unisys Finance and Pricing teams to establish an approved cost model and Statement of Work,
• Works with technical teams to put together technical reference architectures and demos,
• Proactively engages Unisys Sales Enablement and the wider sales organization to ensure they have the resources and understanding needed to win new customers and expand existing ones,
• Collaborates with the Unisys Delivery organization to ensure that all developed solutions are operationally viable,
• Demonstrates thought leadership by publishing blogs, papers, journals, presentations, and speaking at conferences as an expert in this space,
• Tracks portfolio pipeline and engages with relevant sales and alliance community leaders to directly contribute to opportunities for Unisys to win,
• Engages with a range of strategy partners and suppliers to curate the solution ecosystem including supporting vendor negotiations as applicable,
• Participates in industry analyst sessions and both delivery and reseller partner events such as briefings, presentations and responses to further Unisys reputation and credibility in the industry,
• And presents Service Desk capabilities to key clients.

You will be successful in this role if you have:

Skills and Qualifications:

• University degree and/or 5-10 years of related experience with the delivery of IT support services and solution management.
• At least 3 years’ experience in service desk operations.
• Understands and knows how to implement ITIL processes such as Portfolio Management and Service-level management.
• Well versed in the practical delivery of Incident Management, Problem Management, Service Management, Asset Management, Major Incident Management, Knowledge Management, and Request Management.
• Familiar with proactive incident detection and resolution.
• Familiar with the development and usage of SLAs, KPIs, and XLAs.
• Combines expertise in relevant technologies with business acumen to guide the evolution of Unisys Service Desk offerings including experience in field engineering operations and automation/AI opportunities.
• Ability to think “outside the box”
• Takes the initiative in connecting and collaborating with individuals across the globe and in various time zones.
• Highly motivated, working effectively remotely without constant oversight.
• Initiative-taking, consultative and an excellent problem solver.
• Able to explain complex topics simply.
• Open-minded, hands-on mentality, curious, hands-on, and pragmatic character.
• Able to evaluate tradeoffs between build vs. buy options, taking into consideration multiple use case scenarios while planning innovations and considering the future.
• Ability to gain buy-in and cooperation from a wide range of stakeholders without direct authority.
• Experienced in architecting solutions to launch services to market successfully.
• Comfortable working in innovative technology and in a fast-paced environment.
• Willing to be client facing with strong executive level communication skills.
• Understanding of deal financials with a basic understanding of accounting principles.
• Experience working with sales teams along with operations and solution development around how offerings should evolve and mature against changing market requirements.

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 [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.