Senior Service Delivery & CSI Leader

Unisys; Canberra; On-site; AUD 140,000 - 190,000; Full time

Job summary

Unisys in Canberra seeks a Service Delivery Support (SDS) Manager to lead a team of 8 specialists across service reporting, SLA management, quality assurance, knowledge management, and asset logistics. You will own SLA/KPI performance and drive CSI across the contract.

NV1 clearance is mandatory; 7+ years in IT service management; you will engage with governance forums and deliver data-driven improvements using Power BI.

Qualifications

• NV1 security clearance is mandatory (AGSVA).
• 7+ years in IT service management within large managed services or government ICT environments.
• Ability to interpret and challenge complex SLA/KPI dashboards and reporting; translate data into executive insights.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Provide day-to-day leadership and performance management for the 8-direct-report team across service reporting, SLA management, quality assurance, knowledge management, and asset/logistics.
• Own SLA/KPI performance and ensure accurate, timely reporting for client governance.
• Represent Unisys in governance forums and present service performance and improvement narratives.
• Lead SIAM ecosystem engagements and ensure process compliance and interface management with other service providers.
• Drive Continual Service Improvement (CSI) with structured proposals and measurable outcomes.
• Own process and practice framework across Operations Support, aligned with ITIL v4.

Skills

Leadership

Stakeholder engagement

ITSM

SLA/KPI analysis

Tools

Power BI

Job description

Unisys in Canberra seeks a Service Delivery Support (SDS) Manager to lead a team of 8 specialists across service reporting, SLA management, quality assurance, knowledge management, and asset logistics. You will own SLA/KPI performance and drive CSI across the contract.

NV1 clearance is mandatory; 7+ years in IT service management; you will engage with governance forums and deliver data-driven improvements using Power BI.