Service Management Coordinator

20 hours ago

Canberra, ACT, Australia Unisys Full time $60,000 - $90,000 per year

Key Responsibilities

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)

Key Qualifications

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

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