Overview
Unisys is a technology solutions company that delivers successful outcomes for the most demanding organizations around the world. Unisys offerings include digital workplace solutions, cloud and infrastructure solutions, enterprise computing solutions and business process solutions.
Oversees, facilitates and administers ITIL based service support. Manages and oversees Unisys service delivery through processes, including incident, major incident, problem, request and change management with a focus on improving overall service quality. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments. Unisys is looking for a Service Manager to work with one of our government accounts in Canberra and join our growing team of experts.
Responsibilities
Leads a virtual team; defines and coordinates day-to-day responsibilities for Internal Support and Strategic Partners.
Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and clients.
Compiles, analyzes, and reports statistical data and trends relating to service level compliance and operational effectiveness.
Provides regular progress reports and updates to management, identifying areas of concern and opportunities for improvement.
Establishes and leads a continuous service improvement program for in-scope processes and supplier services.
Directs service delivery teams regarding the policies, processes, and plans affecting in-scope delivery performance.
Maintains account profiles and standard in-scope documentation to include account specific requirements.
Trains and mentors functional teams.
Performs periodic audits / spot checks to determine accuracy of data provided and if it complies to in-scope client ITIL process(es) and policies.
Participates in creation of the Process and Procedural Documentation.
Works closely with Service Management to proactively monitor SLA performance and takes appropriate actions for Internal support and Strategic Partners.
Qualifications
BA/BS degree and 6-8 years' relevant experience OR equivalent combination of education and experience
Excellent Written and Verbal Communication
Comprehensive knowledge of ITIL V3/V4 processes and principals.
Australian Citizen with Baseline Security Clearance
Benefits
Permanent position with adaptable office hours
Hybrid work from home and work from office structure
People focused business with a supportive culture and great team.
Growing account presence in Canberra – opportunities to learn multiple accounts and services
Additional information
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. For accommodation requests, please contact or Toll Free: (Prompt 4). U.S. job seekers can find more information about Unisys' EEO commitment here.
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📌 Associate Principal Service Management
🏢 Unisys
📍 Canberra