What success looks like in this role:
Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis.
Responsibilities include the management and oversight of service delivery processes, which may include incident management, Major Incident Management, problem management, request management, change management and service level management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic.
Responsibilities:
Work with Field Service to perform end-to-end Asset Management.Work within the Unisys Home Affairs Asset Management Team to support Home Affairs managing both the Low and High side requirementsEnsure effective communication and coordination of problem-solving efforts between support teams, account teams, field services and Home Affairs staff.Collaborate with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.Present operations reports as required by the contract.Facilitate Unisys standard processes for ITIL core functions for Asset Management.Compile, analyse and report statistical data and trends relating to service level compliance and operational effectiveness.Be able to identify, assesses and address process deficiencies, ensure common understanding of process intention and operation and ensure organisation and individual associates understand requirements to be able to meet client service expectations.Work closely with the Service Management, Manager and Client Delivery Executive to identify any continual improvements.Be a point of contact for process related questions or issues and facilitate process related meetings#LI-KC1
You will be successful in this role if you have:
Bachelor’s Degree and a minimum of 2 years of relevant experience with IT service management, service delivery operations, incident management or change management.
Applicants must be an Australian Citizen and must hold an active NV1 clearance.
Candidates have to be based in Canberra.
Role requires the candidate to be working at the client site in Canberra.
Should have basic understanding of ITIL V3 processes and principals.
IT services background in federal/government/public sector is advantageous.
ITIL framework knowledge is key.
ITIL 4 certified (minimum Foundation) is good to have.
BMC Remedy environment exposure/experience is good to have.
Strong verbal and written communication skills.
Strong stakeholder management skills.
Solid ability to create and document processes.
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