Senior Engineer Service Management

4 days ago

Canberra, ACT, Australia Unisys Full time $120,000 - $180,000 per year

What success looks like in this role:

This role oversees, facilitates and administers ITIL based service support and requires a strong understanding of Service Management practices, with a particular emphasis on Service Request Management and Service Level Management.

Service Request Management

  • Serve as the primary contact for Service Request process and compliance issues across all the customer's service providers.
  • Monitor and drive the efficiency and effectiveness of SRM processes, making recommendations for continuous improvement. This proactive approach will help identify and address potential issues before they escalate.
  • Ensure that Service Requests are resolved within Service Level Agreement (SLA) targets to help maintain high standards of service delivery and customer satisfaction.
  • Periodically audit Service Request tickets against Unisys standards and create improvement actions to uplift performance.
  • Identify opportunities to create specific catalogue items from generic request tickets, streamlining the fulfilment process and improving the user experience.

Service Coordination / Service Level Management

  • Perform routine service management duties as requested.
  • Track and measure service performance against agreed targets
  • Build and maintain relationships with customers and stakeholders, ensuring that their needs are understood and met.
  • Facilitate/participate in meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc.
  • Maintain high standards in written and spoken communication
  • Identify potential process improvements and makes appropriate recommendations
  • Take appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels)

You will be successful in this role if you have:

  • 4-6 years' relevant experience
  • Excellent Written and Verbal Communication
  • Comprehensive knowledge of ITIL V3/V4 processes and principals.

Mandatory Requirement

  • Baseline Security Clearance
LI-NV1

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 or alternatively Toll Free: Prompt 4). US job seekers can find more information about Unisys' EEO commitment here .

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