SLA Performance & Service Delivery Lead

Unisys; Canberra; On-site; AUD 90,000 - 130,000; Full time

Job summary

Unisys in Canberra is seeking a Service Management Analyst to own and drive the end-to-end Service Level Management process, ensuring SLAs are met and customer satisfaction is maintained. You will work with IT delivery teams and service partners to monitor performance and drive improvements.

The role requires strong analytical skills, experience with ITSM tools such as ServiceNow, and the ability to communicate with end users and stakeholders.

Qualifications

• Mandatory security clearance: NV1 or NV2 AGSVA.
• Minimum 2 years in a large and complex IT environment.

Responsibilities

• Own the end-to-end Service Management process, ensuring compliance with agreed SLAs.
• Develop and manage means to track and measure SLAs effectively.
• Set expectations and timings with contributors to SLA results.
• Perform SLA reporting, providing clear visibility of performance against targets.
• Handle SLA exemption submission and processing.
• Manage and track Service Credit and SLA Earnback processes.
• Monitor, analyse, and report on service performance, identifying trends and recommending improvement initiatives.
• Support and collaborate with IT delivery teams to ensure service obligations are met or exceeded.
• Provide advice and assistance to end users, including dedicated service hub support during business hours.
• Maintain professionalism and ensure customer satisfaction across all transactions.

Skills

Service Level Management

Analytical & reporting

Independent work

ITSM tools ServiceNow

Communication & stakeholder mgmt

SLA frameworks Earnback

Tools

ServiceNow

Job description

Unisys in Canberra is seeking a Service Management Analyst to own and drive the end-to-end Service Level Management process, ensuring SLAs are met and customer satisfaction is maintained. You will work with IT delivery teams and service partners to monitor performance and drive improvements.

The role requires strong analytical skills, experience with ITSM tools such as ServiceNow, and the ability to communicate with end users and stakeholders.