What success looks like in this role:

The Service Manager is accountable for ensuring IT services consistently meet agreed performance standards by owning and driving the end-to-end Service Management process. This role requires strong analytical skills, service delivery expertise, and the ability to collaborate across IT delivery teams and service partners. The Service Manager acts as a key liaison between end users, service desks, and IT operations, ensuring SLA compliance, customer satisfaction, and continuous improvement.

Key Responsibilities

• Own the end-to-end Service Level 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.

You will be successful in this role if you have:

• Proven experience in Service Management or Service Delivery Management roles.

• Strong analytical and reporting skills, with the ability to identify trends and propose improvements.

• Independent working ability with a proactive approach to problem-solving.

• Experience with ITSM tools (e.g., ServiceNow).

• Excellent communication and stakeholder management skills.

• Strong understanding of SLA frameworks, service credits, and earnback mechanisms.

Mandatory Requirements

• NV1 or NV2 AGSVA security clearance.

• Minimum 2 years in a large and complex IT environment.

• ITIL Foundations V3 or V4

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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 [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.