Senior Engineer Service Management – Canberra

The Senior Engineer Service Management role at Unisys in Canberra, ACT, Australia, is a critical position responsible for overseeing, facilitating, and administering ITIL-based service support. This role demands a strong understanding of Service Management practices, with a particular emphasis on Service Request Management and Service Level Management. The successful candidate will act as the primary point of contact for service request processes, ensuring compliance across all the customer's service providers. They will also monitor and drive the efficiency and effectiveness of Service Request Management (SRM) processes, proactively identifying and addressing potential issues before they elevate. Ensuring that service requests are resolved within Service Level Agreement (SLA) targets to maintain high standards of service delivery and customer satisfaction is a key responsibility.

A typical day for a Senior Engineer Service Management at Unisys may include:

• Monitoring and analyzing service request metrics to identify trends and areas for improvement.
• Auditing service request tickets to ensure compliance with Unisys standards.
• Developing and implementing improvement actions to uplift performance.
• Collaborating with various service providers to ensure seamless service delivery.
• Facilitating meetings such as Daily Operations, Change Advisory Board, and Problem Review Board.
• Building and maintaining relationships with customers and stakeholders.
• Tracking and measuring service performance against agreed targets.
• Identifying opportunities to create specific catalog items from generic request tickets.
• Responding to and resolving escalated service request issues.
• Working on process improvement initiatives to enhance service efficiency and effectiveness.

Canberra, the capital city of Australia, offers a unique blend of urban sophistication and natural beauty. It is known for its high quality of life, excellent education and healthcare systems, and strong economy. Canberra boasts a thriving technology sector, making it an ideal location for IT professionals. The city also offers a wide range of cultural and recreational activities, including museums, art galleries, parks, and nature reserves. Living in Canberra provides a balanced lifestyle with opportunities for both professional growth and personal fulfillment.

The Senior Engineer Service Management role offers a clear career path within Unisys. With proven performance, the individual can advance to roles such as:

• Service Management Lead
• IT Service Manager
• Senior IT Manager
• Program Manager
• Consultant

While the exact salary for this role is not disclosed, a Senior Engineer Service Management in Canberra, ACT, Australia, can expect to earn a competitive salary within the range of $90,000 to $140,000 USD per year, depending on experience and qualifications. In addition to a competitive salary, Unisys offers a comprehensive benefits package that may include:

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Paid time off
• Holidays
• Retirement savings plan
• Employee stock purchase plan
• Employee assistance program
• Health and wellness programs

Unisys is a global technology company that delivers success for its clients. Unisys builds strong client relationships, brings innovative solutions to complex business challenges, and drives profitable growth. The company fosters a culture of collaboration, innovation, and customer focus. Unisys values its employees and is committed to providing a supportive and inclusive work environment where everyone can thrive.

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.

Key responsibilities of a Senior Engineer Service Management include overseeing ITIL-based service support, managing service requests, ensuring SLA compliance, and driving process improvements.

Qualifications required for this role include:

• 4-6 years of relevant experience in IT service management
• Comprehensive knowledge of ITIL V3/V4 processes and principles
• Excellent written and verbal communication skills
• Experience in Service Request Management and Service Level Management
• Strong understanding of IT service support
• Experience in monitoring and driving process efficiency
• Ability to identify and address potential issues proactively
• Experience in auditing and creating improvement actions
• Ability to build and maintain relationships with customers and stakeholders
• Experience in facilitating meetings such as Daily Operations, Change Advisory Board, and Problem Review Board
• Experience in tracking and measuring service performance against agreed targets
• Ability to identify potential process improvements and make appropriate recommendations
• Baseline Security Clearance (Mandatory)