Service Request Manager

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

What success looks like in this role:

We are seeking an experienced Service Request Manager to lead and continually improve the organization’s Service Request Management practice. This role is primarily focused on ensuring service requests are delivered efficiently, consistently, and in accordance with agreed service levels, while driving automation, process optimisation, and customer experience improvements.

The Service Request Manager will be responsible for the governance, performance, and continual improvement of the Service Request Management process, working closely with business stakeholders, support teams, and technical resources. The role also contributes to business analysis, service management tool enhancements, workflow automation, and incident management activities to support service excellence.

The successful candidate will possess a strong background in IT Service Management (ITSM), with a minimum of five years’ experience, and a sound understanding of ITIL practices, service management platforms, and business process improvement.

Key Responsibilities

Service Request Management

• Own and manage the Service Request Management process across the organization.
• Ensure service request processes align with ITIL best practices and organisational 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.

Incident Management

• Support Incident Management processes and governance activities.
• Assist in the coordination of major incidents and stakeholder communications when required.

Experience Required:

• Minimum 5 years’ experience working within IT Service Management (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 catalogues, 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.

You will be successful in this role if you have:

• NV1 Security Clerance is required for this role.
• ITIL Foundation Certification (minimum).

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 [e-mail]. US job seekers can find more information about Unisys’ EEO commitment here.