IT Service Request Manager: Automation & Improvement

Unisys; Canberra; On-site; AUD 120,000 - 160,000; Full time

Job summary

Unisys in Canberra, ACT, is seeking an experienced Service Request Manager to lead and continually improve the Service Request Management practice. The role focuses on delivering requests efficiently, with strong ITIL alignment and automation initiatives.

The candidate will drive governance, reporting, and process improvements across ITSM, incident management, and service management platforms, leveraging business analysis and stakeholder engagement to raise service excellence.

Qualifications

• Minimum 5 years’ experience in ITSM environments.
• Demonstrated experience owning or managing Service Request Management processes.
• Strong understanding of ITIL practices, particularly Service Request and Incident Management.
• Experience managing service catalogs, fulfilment workflows, SLAs, KPIs, and performance reporting.
• Experience implementing workflow automation and service improvement initiatives.
• Experience working with enterprise service management platforms.
• Strong analytical, stakeholder engagement, and communication skills.
• Developing governance, reporting, and operational service management frameworks.
• Experience in Business Analysis, process improvement, configuring or developing service management solutions will be an additional plus
• Agile, Waterfall, or hybrid delivery environments will be an additional plus
• Experience supporting Major Incident Management processes.

Responsibilities

• Own and manage the Service Request Management process across the organization.
• Ensure service request processes align with ITIL best practices and governance requirements.
• Develop, maintain, and optimise the Service Catalogue and Request Catalogue.
• Design and improve end-to-end request fulfilment workflows.
• Coordinate with support teams to improve fulfilment efficiency and reduce request backlogs.
• Engage stakeholders to understand business requirements related to service management improvements.
• Document business requirements, process maps, user stories, and functional specifications.
• Support user acceptance testing and solution validation activities.

Skills

ITSM

ITIL practices

Stakeholder engagement

Process improvement

Workflow automation

Governance

Incident Management

Business analysis

Agile/Waterfall

Education

ITIL Foundation Certification

Job description

Unisys in Canberra, ACT, is seeking an experienced Service Request Manager to lead and continually improve the Service Request Management practice. The role focuses on delivering requests efficiently, with strong ITIL alignment and automation initiatives.

The candidate will drive governance, reporting, and process improvements across ITSM, incident management, and service management platforms, leveraging business analysis and stakeholder engagement to raise service excellence.