Engineer - Service Management at Unisys: Canberra, ACT

## Role Overview As an Engineer - Service Management at Unisys in Canberra, you will play a pivotal role in ensuring that our IT services consistently meet and exceed agreed performance standards. This position requires a blend of technical expertise, analytical prowess, and strong interpersonal skills to effectively manage the end-to-end Service Management process. You will be the key liaison between end-users, service desks, and IT operations, guaranteeing SLA compliance, enhancing customer satisfaction, and driving continuous improvement across our service delivery framework. Your primary responsibility involves owning and optimizing the Service Level Management process. This includes developing robust methods to track and measure SLAs, setting clear expectations with contributors, performing comprehensive SLA reporting, and managing SLA exemptions and service credits. You will monitor service performance, analyze trends, and recommend strategic improvement initiatives to ensure Unisys maintains its commitment to excellence in IT service delivery. ## A Day in the Life Imagine starting your day by reviewing the performance metrics from the previous day, identifying any potential SLA breaches, and initiating corrective actions. You'll then engage with IT delivery teams to discuss ongoing projects and ensure they align with service obligations. A significant portion of your day will be dedicated to SLA reporting, providing clear visibility of performance against targets to stakeholders. This involves preparing detailed reports and presenting findings in a concise and understandable manner. You will also be responsible for handling SLA exemption submissions, managing service credit processes, and tracking earnback mechanisms. Providing advice and assistance to end-users, including dedicated service hub support during business hours, will be crucial. Throughout the day, you will collaborate with various teams to address service-related issues, ensuring professionalism and maintaining high levels of customer satisfaction. ## Why Canberra, ACT? Canberra, the capital city of Australia, offers a unique blend of urban amenities and natural beauty, making it an ideal location for professionals. The city boasts a thriving tech industry, driven by government initiatives and a highly skilled workforce. Canberra provides a high quality of life, with excellent education, healthcare, and infrastructure. Its compact size makes commuting easy, and its numerous parks and recreational areas offer a balanced lifestyle. Working in Canberra means being part of a vibrant community with access to world-class cultural institutions, including the National Gallery of Australia, the Australian War Memorial, and Parliament House. The city's proximity to the Australian Alps and the New South Wales coast provides ample opportunities for outdoor activities such as hiking, skiing, and water sports. Canberra’s growing economy and strategic location make it an attractive destination for professionals seeking career advancement and a fulfilling lifestyle. ## Career Path at Unisys At Unisys, we are committed to fostering the professional growth of our employees. As an Engineer - Service Management, you will have opportunities to advance your career through various pathways. You might progress to a Senior Service Manager role, overseeing a larger portfolio of services and leading a team of service management professionals. Alternatively, you could specialize in a particular area of service management, such as incident management, problem management, or change management. Unisys also offers opportunities to move into leadership positions within IT operations or service delivery. We encourage our employees to pursue certifications and training to enhance their skills and knowledge. Our internal mobility program allows you to explore different roles and departments within the organization, providing diverse experiences and career development opportunities. We are dedicated to supporting your career aspirations and helping you achieve your full potential. ## Salary & Benefits The salary range for an Engineer - Service Management role in Canberra, ACT, typically falls between AUD 100,000 and AUD 140,000 per year, depending on experience and qualifications. In addition to a competitive salary, Unisys offers a comprehensive benefits package designed to support your well-being and financial security. Our benefits include: * **Health and Wellness:** Medical, dental, and vision insurance, employee assistance programs, and health and wellness initiatives. * **Financial Security:** Retirement savings plan with company matching, life insurance, and disability insurance. * **Work-Life Balance:** Paid time off, holidays, and flexible work arrangements (if available). * **Professional Development:** Access to training and certifications, employee recognition programs, and career development opportunities. We are committed to providing a supportive and inclusive work environment where you can thrive both personally and professionally. ## Unisys Culture Unisys is proud to be an equal opportunity employer, fostering a culture of diversity and inclusion. We believe that our differences make us stronger and are committed to creating a workplace where everyone feels valued and respected. We embrace individuals from all backgrounds and provide equal opportunities for employment and advancement. Our core values of integrity, innovation, and client focus guide our actions and shape our culture. We encourage collaboration, teamwork, and open communication. We are passionate about solving complex challenges for our clients and delivering innovative solutions that drive business outcomes. At Unisys, you will be part of a dynamic and supportive team, working alongside talented professionals who are dedicated to making a difference. ## How to Apply If you are a motivated and skilled professional with a passion for service management, we encourage you to apply for the Engineer - Service Management position at Unisys in Canberra, ACT. To apply, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience, skills, and qualifications, and explain why you are interested in joining the Unisys team. We carefully review all applications and will contact qualified candidates to schedule an interview. The interview process may include phone screening, technical assessments, and in-person or virtual interviews with hiring managers and team members. We are committed to providing a fair and transparent recruitment process, and we look forward to learning more about your capabilities and aspirations. ## Frequently Asked Questions (FAQ) **Q1: What is the primary responsibility of an Engineer - Service Management?** **A:** The primary responsibility is to own and drive the end-to-end Service Management process, ensuring IT services consistently meet agreed performance standards. **Q2: What skills are essential for this role?** **A:** Essential skills include Service Level Management, SLA Compliance, IT Service Delivery, ITSM Tools (e.g., ServiceNow), Stakeholder Management, and Analytical Skills. **Q3: What qualifications are required for this position?** **A:** Required qualifications include proven experience in Service Management, strong analytical skills, experience with ITSM tools, excellent communication skills, and a strong understanding of SLA frameworks. **Q4: Is a security clearance required for this role?** **A:** Yes, an NV1 or NV2 AGSVA security clearance is mandatory. **Q5: What is the salary range for this position?** **A:** The typical salary range for this role in Canberra is between AUD 100,000 and AUD 140,000 per year, depending on experience and qualifications. **Q6: What benefits does Unisys offer?** **A:** Unisys offers a comprehensive benefits package, including health and wellness programs, financial security benefits, work-life balance initiatives, and professional development opportunities. **Q7: What is the work environment like at Unisys?** **A:** Unisys fosters a culture of diversity and inclusion, encouraging collaboration, teamwork, and open communication. We are committed to providing a supportive and inclusive work environment. **Q8: What career development opportunities are available at Unisys?** **A:** Unisys offers various career development opportunities, including internal mobility programs, training and certifications, and leadership development programs. **Q9: How do I apply for this position?** **A:** To apply, please submit your resume and cover letter through our online application portal. **Q10: What is the interview process like at Unisys?** **A:** The interview process may include phone screening, technical assessments, and in-person or virtual interviews with hiring managers and team members.