IT Service Delivery Specialist

200 Unisys Australia Pty Limited; South Australia; On-site; AUD 70,000 - 90,000; Full time

Job summary

Unisys is seeking a Service Delivery Coordinator in Australia to triage ICT incidents, manage service requests and coordinate across COE, Field Engineers and specialist teams. You will ensure clear information, appropriate escalation, and adherence to SLAs while handling a high volume of tickets.

The role requires strong communication, attention to detail and experience in ICT service delivery. Onsite work within a distributed national team is expected, with a proactive focus on process

Qualifications

• Experience in ICT service delivery, service desk, coordination or a similar operational environment.
• Strong written communication and ticket documentation skills.
• Ability to manage a high volume of tickets and competing activities.
• Understanding of ITIL or IT Service Management principles would be advantageous.

Responsibilities

• Triage incoming ICT incidents and service requests accurately and efficiently.
• Review ticket information and engage customers to obtain missing or additional information.
• Determine the appropriate support pathway using established processes and triage criteria.
• Coordinate work between customers, the COE, Field Engineers and specialist support teams.
• Identify opportunities for immediate resolution and close straightforward requests where appropriate.
• Coordinate customer and Field Engineer appointments when onsite support is required.
• Maintain clear and professional customer communication throughout the coordination process.
• Ensure tickets contain accurate, complete and actionable information before escalation or reassignment.
• Monitor ticket age, priority and SLA requirements and take action to prevent unnecessary delays.
• Maintain accurate ticket notes, records and supporting evidence.
• Follow established ICT service management, triage and escalation processes.
• Manage a high volume of tickets while maintaining quality and accuracy.
• Work collaboratively with national delivery teams to support workload balancing and service performance.
• Identify recurring issues, process gaps and opportunities for continuous improvement.
• Contribute to team quality, performance and service improvement initiatives.

Skills

Customer service

IT service delivery

Ticket documentation

Attention to detail

ITIL awareness

Ticketing/ITSM

Communication

Prioritisation

Tools

ITSM platforms

Ticketing systems

Job description

Unisys is seeking a Service Delivery Coordinator in Australia to triage ICT incidents, manage service requests and coordinate across COE, Field Engineers and specialist teams. You will ensure clear information, appropriate escalation, and adherence to SLAs while handling a high volume of tickets.

The role requires strong communication, attention to detail and experience in ICT service delivery. Onsite work within a distributed national team is expected, with a proactive focus on process