Request Fulfilment Manager

What success looks like in this role:

The Request Fulfillment Manager provides governance, oversight and continual improvement for the end-to-end service request lifecycle. The role helps ensure that standard user requests are consistently routed, approved, fulfilled and closed through clear request models, effective service catalog content and measurable operational controls.

Working across service delivery teams, the service desk, client stakeholders and third-party providers, you will turn request data into practical improvements that strengthen user experience, service performance, automation and control.

Key responsibilities

Process ownership and governance

• Own and govern the Request Management and Request Fulfillment practice for assigned services, aligning operating procedures with contractual commitments, service management standards and business needs.
• Define, maintain and improve process documentation, controls, roles, request models, escalation paths and governance routines.
• Coordinate request fulfillment across in-scope service areas, internal delivery teams and third-party providers, with clear accountability for handoffs and outcomes.
• Facilitate operational reviews and governance forums, highlighting performance risks, dependencies, decisions and improvement actions.

Service catalog and request experience

• Partner with service owners and delivery teams to maintain and optimize service catalog entries, request categories, qualification criteria, approvals and fulfillment workflows.
• Promote effective use of self-service capabilities and support clear, user-focused information about available services, request status and expected fulfillment outcomes.
• Identify opportunities to simplify, standardize and automate high-volume or repetitive request types while maintaining appropriate controls.
• Ensure new and changed request offerings are operationally ready, measurable and supported by clear ownership and fulfillment instructions.

Performance and continual improvement

• Monitor request volumes, backlog, aging, fulfillment times, service levels, rework and trend patterns across services and providers.
• Produce and interpret reports and dashboards, translating performance data into priorities and actionable recommendations.
• Perform quality checks and process audits to improve data accuracy, compliance and consistency of execution.
• Lead continual improvement actions that enhance request completion, user experience, operational efficiency and service catalog effectiveness.

Stakeholder enablement

• Build productive relationships with service owners, fulfillment groups, service desk teams, technical teams and client stakeholders.
• Provide process coaching, awareness sessions and refreshers to reinforce roles, controls and expected ways of working.
• Communicate performance, risks and improvement proposals clearly to operational and leadership audiences.
• Collaborate with adjacent practices, including Incident, Change, Knowledge, Service Level and Continual Improvement Management.

You will be successful in this role if you have:

• Relevant professional experience in IT service management, service request management, service delivery or a comparable enterprise operations environment.
• Hands-on experience governing service request processes, service catalogs, approval workflows and multi-team fulfillment activities.
• Ability to analyze operational data, identify trends and convert findings into measurable process improvements.
• Experience preparing reports, facilitating service reviews and working with stakeholders across organizational and supplier boundaries.
• Strong written and verbal communication, facilitation, organization and problem-solving skills.
• Working knowledge of IT service management platforms and reporting capabilities.

Preferred qualifications

• Bachelor’s degree or equivalent practical experience in information technology, business, operations or a related field.
• ITIL 4 Foundation certification or higher.
• Experience with ServiceNow or a comparable enterprise IT service management platform.
• Experience with workflow automation, self-service enablement, service catalog optimization or continual improvement methods.
• Experience supporting global, multi-provider or matrixed service delivery environments.

What do we offer?

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

Unisys is a global technology solutions company that delivers digital workplace, cloud, applications and infrastructure, and enterprise computing solutions to clients around the world.

The Budapest delivery centre supports international clients with multilingual service desk, infrastructure and cloud security teams.