What success looks like in this role:

Role Purpose:

As an Escalation Manager, you will take ownership of managing escalations and operational issues from start to finish. Your role will be critical in resolving challenges quickly and professionally, improving customer satisfaction, and ensuring thorough documentation of issues and lessons learned. By streamlining processes and avoiding delays or redundant efforts in complaint handling, you’ll play a key role in driving operational excellence and customer trust.

Key Responsibilities:

Collaborate on developing solutions for moderately complex challenges and contribute to the successful completion of specific projects and programs.

Partner with customer service management to provide historical account data, supporting informed business decisions on selected accounts.Conduct profitability reviews for targeted accounts, analyze service delivery performance, and help achieve operational goals for account profitability.Refine and support Earned Value Management (EVM) Certification documentation processes.Offer recommendations for internal project setup to ensure alignment with business objectives.Regularly generate and review financial reports, including:Timecard, labor, and other direct cost (ODC) reports to ensure accurate cost tracking.Backup reports for customer invoicing, covering labor details, non-labor details (e.g., ODC and travel), contract work breakdown structure (CWBS), and cumulative program costs.Prepare detailed financial summaries, such as actual hours and dollar expenditures, for monthly Cost Performance Reviews (CPR6) submitted to customers.Participate in preliminary Cost Performance Review (CPR) and Program Management Review meetings with customers to address financial performance.Assist Program Management with finance-related inquiries and provide support in resolving issues.Work closely with the Project Controller to address invoice corrections, set up new project numbers, and map employees to relevant projects.

You will be successful in this role if you have:

Bachelor’s degree in Finance or a related field.Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Access, Outlook).Strong interpersonal skills, including professionalism, patience, courtesy, and effective time management.Solid understanding of business and financial strategies; capable of working independently with minimal supervision.Excellent written communication skills with the ability to produce clear and concise financial reports and documentation.Experience in budget forecasting at both project and program levels.

What We Offer

Monthly 35,000 HUF cafeteria benefit, regardless of working hours.Comprehensive private health insurance through Generali Premium Package after 6 months.2 days / week Home officeA central location in Budapest with modern office facilities at Westend and BPO (Kelenföld).Learning and training opportunities to help you grow professionally.A dynamic, supportive team where your work makes a real impact.

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.