Metropolitan Transport Forum

OpenCities - Now a part of Granicus; Townsville City; On-site; AUD 65,000 - 90,000; Full time

Job summary

Unisys is seeking a Service Delivery Coordinator-Field Services to triage ICT incidents and service requests, coordinate work across COE and Field Engineers, and maintain clear customer communication. You will review ticket details, determine appropriate support pathways, and help balance workloads across nationwide delivery teams.

The role emphasizes process adherence, timely updates, and proactive identification of opportunities for improvement in a fast-paced environment.

Qualifications

• Experience in ICT service delivery, service desk, or coordination.

Responsibilities

• Triage ICT incidents and service requests accurately and efficiently.
• Review ticket information and obtain missing details from customers.
• Coordinate work across COE, Field Engineers and specialist teams.
• Ensure tickets contain accurate, complete information before escalation.
• Monitor ticket age, priority and SLA to prevent delays.
• Maintain clear and professional customer communication.
• Coordinate onsite appointments when required.
• Identify recurring issues and opportunities for improvement.
• Support workload balance across national delivery teams.

Skills

Customer service excellence

ICT service delivery

Ticket coordination

ITIL knowledge

Stakeholder engagement

Communication skills

Documentation skills

High-volume ticketing

Problem solving

Team collaboration

ITSM platforms

Tools

ITSM platforms

Job description

Service Delivery Coordinator-Field Services

As a Service Delivery Coordinator, you will:

• 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 Centre of Excellence (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.

What success looks like in this role:

As a Service Delivery Coordinator, you will:

• 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 Centre of Excellence (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.

About You

We are looking for someone who takes ownership, communicates confidently and understands that good service delivery is about more than simply moving a ticket to another queue.

You will ideally have:

• Strong customer service and communication skills.
• Experience in ICT service delivery, service desk, coordination or a similar operational environment.
• Strong attention to detail and commitment to following established processes.
• The ability to manage and priorities a high volume of tickets and competing activities.
• Confidence engaging with customers, technical specialists and operational teams.
• Strong written communication and ticket documentation skills.
• Good judgement when determining the appropriate escalation or support pathway.
• The ability to work effectively as part of a nationally distributed team.
• An understanding of ITIL or IT Service Management principles would be advantageous.
• Experience using enterprise ticketing or ITSM platforms would be highly regarded.
• A proactive approach to identifying problems and improving ways of working.

You will be successful in this role if you have:

• NV1 Security clearance must have for this role.

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.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at . US job seekers can find more information about Unisys' EEO commitment here .