{"id":3197410,"url":"https://alion.io/job/uniphar-service-operations-queue-manager","title":"Service Operations & Queue Manager","company":{"id":4467547,"name":"Uniphar","domain":"uniphar.ie","url":"https://alion.io/company/uniphar-ie","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":15,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dublin, Ireland"],"countries":["IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":43000,"max_usd":97000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2758},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-24T12:53:59Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Service Operations & Queue Manager\nCityWest (Hybrid)\nFull-Time | Permanent\nThe Role\nThe 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.\nThe 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.\nKey Responsibilities:\nProvide central oversight of Incident and Service Request queues across internal teams and third-party suppliers.\nMonitor ticket volumes, ageing, ownership, priority and progression.\nIdentify and proactively address unassigned, incorrectly assigned, stalled or ageing tickets.\nEnsure incidents and requests maintain clear end-to-end ownership throughout their lifecycle.\nMonitor SLA and OLA performance and proactively escalate tickets at risk of breach.\nCoordinate operational escalations where incidents or requests are not progressing appropriately.\nIdentify and address excessive ticket transfers and ownership gaps between teams and suppliers.\nMonitor operational backlogs and coordinate backlog-reduction activities.\nIdentify potentially high-impact incidents and escalate to the Major Incident Manager where appropriate.\nSupport the effective operation of Incident and Service Request Management.\nIdentify recurring incidents and service issues for consideration through Problem Management.\nWork with the ServiceNow team to improve assignment rules, queue structures, workflows and automation.\nSupport improvements in ServiceNow data quality, categorisation and operational reporting.\nEstablish daily operational service-health and queue-management disciplines.\nWork with Service Performance & Insights to identify trends, bottlenecks and improvement opportunities.\nSupport supplier performance management by highlighting recurring operational, ownership and service issues.\nSupport operational readiness and transition for Dawn and future service go-lives.\nDrive continual improvement across operational Service Management practices.\nKey Skills & Competencies:\nStrong operational coordination and organisational skills.\nProactive approach to identifying and resolving service issues.\nStrong attention to detail and ability to manage multiple priorities.\nConfident communicator with strong stakeholder-management skills.\nAbility to coordinate effectively across internal teams and third-party suppliers.\nPersistent and delivery focused, with the ability to drive actions through to completion.\nConfident challenging teams and suppliers where ownership or progress is unclear.\nStrong analytical and problem-solving skills.\nCustomer and service-outcome focused.\nCollaborative approach with the ability to build effective working relationships.\nStrong continuous improvement mindset.\nQualifications & Experiences\n3-5 years’ experience within IT Service Management, Service Operations, Service Desk or Service Delivery environments.\n2-3 years’ practical experience managing operational queues, incidents, service requests, backlogs or SLA performance.\nStrong practical understanding of ITIL Incident and Service Request Management.\nGood understanding of Major Incident, Problem, Change and Release Management.\nExperience coordinating work across multiple technical resolver groups.\nExperience monitoring SLA performance, ticket ageing, assignment and operational backlogs.\nExperience working with third-party suppliers or within a multi-supplier environment desirable.\nExperience with ServiceNow or a comparable enterprise ITSM platform.\nExperience supporting major programme go-lives or service transitions desirable.\nITIL Foundation certification preferred.\nServiceNow experience highly desirable.\nUniphar Background\nUniphar 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.\nUniphar 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\nUniphar Pharma\nPharma 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.\nCulture at Uniphar\nFrom our leadership team and across all of our divisions, Uniphar lives and breathes four key culture pillars:\n1.We have a People First approach, we do the right thing and take a stand for our people. \n2.We foster a strong Entrepreneurial Spirit where Adaptability, Commitment & Resilience is embodied in our way of working. \n3.We have a Common Purpose that connects our diversified businesses and people.\n4. Finally, Trust is at the heart of how we operate.\nHow we’d like to work together\nAs 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.\nPlease note that Uniphar is an equal opportunity employer; we do not discriminate and welcome all responses.","description_format":"text","description_chars":6708,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Ireland","iso":"IE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-24T05:39:18Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":5,"expected_fill_days":26,"reasons":["conf:41","stale_co","win:early","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/uniphar-service-operations-queue-manager","json_url":"https://alion.io/job/uniphar-service-operations-queue-manager.json","meta":{"generated_at":"2026-10-26T07:45:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10221,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4467547},"rest":"https://alion.io/mcp/rest/get_company?id=4467547"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Funiphar-service-operations-queue-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Funiphar-service-operations-queue-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Funiphar-service-operations-queue-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/uniphar-service-operations-queue-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Funiphar-service-operations-queue-manager"}]}