Senior Service Management Engineer — ITIL Expert (Canberra)

Mncinsider; Canberra; On-site; AUD 129,000 - 200,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid time off

Holidays

Retirement savings plan

Employee stock purchase plan

Employee assistance program

Health and wellness programs

Job summary

Unisys in Canberra, ACT, Australia, seeks a Senior Engineer Service Management to oversee ITIL‑based service support, prioritise service requests, and ensure SLA compliance. You will lead SRM activities, audit tickets, and partner with providers to sustain high service quality.

Requirements include 4–6 years of IT service management experience, ITIL V3/V4 knowledge, strong communication, and Baseline Security Clearance. The role offers a competitive package and a clear career path.

Qualifications

• 4-6 years of relevant IT service management experience.
• Comprehensive knowledge of ITIL V3/V4.
• Excellent written and verbal communication skills.
• Baseline Security Clearance (Mandatory).

Responsibilities

• Oversee ITIL-based service support and service request processes.
• Ensure SLA targets are met and drive improvements in SRM.
• Audit and monitor service request tickets for compliance.
• Collaborate with service providers to maintain seamless delivery.
• Facilitate Daily Operations, CAB, and Problem Review Board meetings.
• Build strong relationships with customers and stakeholders.
• Identify opportunities to create catalog items from generic requests.
• Respond to escalated issues and address root causes.

Skills

ITIL

Service Request Management

SLA Management

Stakeholder engagement

Job description

Unisys in Canberra, ACT, Australia, seeks a Senior Engineer Service Management to oversee ITIL‑based service support, prioritise service requests, and ensure SLA compliance. You will lead SRM activities, audit tickets, and partner with providers to sustain high service quality.

Requirements include 4–6 years of IT service management experience, ITIL V3/V4 knowledge, strong communication, and Baseline Security Clearance. The role offers a competitive package and a clear career path.