Service Operations & Queue Manager

Durbin PLC; Ireland; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

Uniphar is seeking a Service Operations & Queue Manager to oversee incidents, service requests and queues across internal teams and third-party suppliers in a hybrid CityWest setting. You will ensure clear ownership, timely progress and proactive risk management within a multi-vendor environment.

The role requires ITSM experience, ITIL knowledge and ServiceNow familiarity, with a focus on backlog reduction, SLA management and service-quality improvements.

Qualifications

• 3–5 years’ experience within IT Service Management, Service Operations, Service Desk or Service Delivery environments.
• 2–3 years’ practical experience managing operational queues, incidents, service requests, backlogs or SLA performance.
• Strong practical understanding of ITIL Incident and Service Request Management.
• Good understanding of Major Incident, Problem, Change and Release Management.
• Experience coordinating work across multiple technical resolver groups.
• Experience monitoring SLA performance, ticket ageing, assignment and operational backlogs.
• Experience working with third-party suppliers or within a multi-supplier environment desirable.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• Experience supporting major programme go-lives or service transitions desirable.
• ITIL Foundation certification preferred.
• ServiceNow experience highly desirable.

Responsibilities

• Provide central oversight of Incident and Service Request queues across internal teams and third-party suppliers.
• Monitor ticket volumes, ageing, ownership, priority and progression.
• Identify and proactively address unassigned, incorrectly assigned, stalled or ageing tickets.
• Ensure incidents and requests maintain clear end-to-end ownership throughout their lifecycle.
• Monitor SLA and OLA performance and proactively escape tickets at risk of breach.
• Coordinate operational escalations where incidents or requests are not progressing appropriately.
• Identify and address excessive ticket transfers and ownership gaps between teams and suppliers.
• Monitor operational backlogs and coordinate backlog-reduction activities.
• Identify potentially high-impact incidents and elevate to the Major Incident Manager where appropriate.
• Support the effective operation of Incident and Service Request Management.
• Identify recurring incidents and service issues for consideration through Problem Management.
• Work with the ServiceNow team to improve assignment rules, queue structures, workflows and automation.
• Support improvements in ServiceNow data quality, categorisation and operational reporting.
• Establish daily operational service-health and queue-management disciplines.
• Work with Service Performance & Insights to identify trends, bottlenecks and improvement opportunities.
• Support supplier performance management by highlighting recurring operational, ownership and service issues.
• Support operational readiness and transition for Dawn and future service go-lives.
• Drive continual improvement across operational Service Management practices.

Skills

ITSM coordination

Stakeholder management

Incident management

Queue management

SLA/OLA tracking

Multi-supplier coordination

Analytical thinking

Continuous improvement

Problem management understanding

Operational governance

Education

ITIL Foundation

ServiceNow certification (desirable)

Tools

ServiceNow

Job description

Service Operations & Queue Manager

CityWest (Hybrid)
Full-Time | Permanent

The Role

The Service Operations & Queue Manager is responsible for providing day-to-day operational oversight of incidents, service requests and service-management queues across Uniphar’s internal teams and third-party suppliers.

The role will ensure tickets have clear ownership, progress within agreed timescales and are effectively coordinated across the multi-supplier environment. The role will act as a central operational control point, proactively identifying service risks, SLA issues, backlogs and ownership gaps while supporting the development of Uniphar’s Global Service Delivery and SIAM operating model.

Key Responsibilities

• Provide central oversight of Incident and Service Request queues across internal teams and third-party suppliers.
• Monitor ticket volumes, ageing, ownership, priority and progression.
• Identify and proactively address unassigned, incorrectly assigned, stalled or ageing tickets.
• Ensure incidents and requests maintain clear end-to-end ownership throughout their lifecycle.
• Monitor SLA and OLA performance and proactively escape tickets at risk of breach.
• Coordinate operational escalations where incidents or requests are not progressing appropriately.
• Identify and address excessive ticket transfers and ownership gaps between teams and suppliers.
• Monitor operational backlogs and coordinate backlog-reduction activities.
• Identify potentially high-impact incidents and elevate to the Major Incident Manager where appropriate.
• Support the effective operation of Incident and Service Request Management.
• Identify recurring incidents and service issues for consideration through Problem Management.
• Work with the ServiceNow team to improve assignment rules, queue structures, workflows and automation.
• Support improvements in ServiceNow data quality, categorisation and operational reporting.
• Establish daily operational service-health and queue-management disciplines.
• Work with Service Performance & Insights to identify trends, bottlenecks and improvement opportunities.
• Support supplier performance management by highlighting recurring operational, ownership and service issues.
• Support operational readiness and transition for Dawn and future service go-lives.
• Drive continual improvement across operational Service Management practices.

Key Skills & Competencies

• Strong operational coordination and organisational skills.
• Proactive approach to identifying and resolving service issues.
• Strong attention to detail and ability to manage multiple priorities.
• Confident communicator with strong stakeholder-management skills.
• Ability to coordinate effectively across internal teams and third-party suppliers.
• Persistent and delivery focused, with the ability to drive actions through to completion.
• Confident challenging teams and suppliers where ownership or progress is unclear.
• Strong analytical and problem-solving skills.
• Customer and service-outcome focused.
• Collaborative approach with the ability to build effective working relationships.
• Strong continuous improvement mindset.

Qualifications & Experiences

• 3–5 years’ experience within IT Service Management, Service Operations, Service Desk or Service Delivery environments.
• 2–3 years’ practical experience managing operational queues, incidents, service requests, backlogs or SLA performance.
• Strong practical understanding of ITIL Incident and Service Request Management.
• Good understanding of Major Incident, Problem, Change and Release Management.
• Experience coordinating work across multiple technical resolver groups.
• Experience monitoring SLA performance, ticket ageing, assignment and operational backlogs.
• Experience working with third-party suppliers or within a multi-supplier environment desirable.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• Experience supporting major programme go-lives or service transitions desirable.
• ITIL Foundation certification preferred.
• ServiceNow experience highly desirable.

Uniphar Background

Uniphar Group is a rapidly expanding diversified healthcare services business with a global footprint and a proud heritage in Ireland. Since Uniphar became a publicly listed company in 2019, the Group has grown organically and through a series of strategic acquisitions, which continue to strengthen Uniphar’s international reach. With a workforce of more than 3,000 spread across Ireland, United Kingdom, Mainland Europe, MENA and the USA, Uniphar is a trusted global partner to pharma and medtech manufacturers, working to improve patient access to medicines and treatments around the world.

Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our expert teams. Uniphar is organised into three key divisions: Uniphar Supply Chain & Retail, Uniphar Medtech and Uniphar Pharma

Uniphar Pharma

Pharma is a global division operating across US, Europe, APAC and MENA, bringing a range of pharma services to manufacturers across the product life cycle. We leverage this platform to provide unlicensed medicines, or medicines that are otherwise difficult to source. In addition, we commercialise launch and established brands to HCPs on behalf of pharmaceutical clients across the globe. The core to this division is providing equitable access to medicines globally.

Culture at Uniphar

• From our leadership team and across all of our divisions, Uniphar lives and breathes four key culture pillars:
• 1.We have a People First approach, we do the right thing and take a stand for our people.
• 2.We foster a strong Entrepreneurial Spirit where Adaptability, Commitment & Resilience is embodied in our way of working.
• 3.We have a Common Purpose that connects our diversified businesses and people.
• 4. Finally, Trust is at the heart of how we operate.

How we’d like to work together

As we are a global team, there is flexibility to be based in one of Uniphar’s offices or work from home.There may be a need for face to face meetings in other locations, as needed.There may also some flexibility required in order to interact with colleagues or clients in their time zones (i.e. it’s not a ‘9 to 5’ type of job).In return, you will be joining an environment that understands how inter-twined work and life have become - and both the benefits and challenges that brings - and therefore offers a flexible, progressive way of supporting it through our Hybrid Working philosophy.

Please note that Uniphar is an equal opportunity employer; we do not discriminate and welcome all responses.