What success looks like in this role:
The Regional Field Services Manager is responsible for overseeing field support teams within the assigned region, ensuring the delivery of high-quality technical support and services to government clients. This role combines direct client engagement with operational leadership, focusing on meeting contracted Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and resolving complex technical issues. The Manager is expected to build and maintain effective working relationships with key stakeholders, including Client Executives, Service Delivery Managers, and Account Teams, to ensure seamless service delivery and client satisfaction.
Join us and play a key role in delivering exceptional IT support services to the Australian government. Opportunity to join us and contribute to our mission of delivering exceptional technology solutions to our clients.
This role requires a mandatory NV1 or NV2 (preferred).
Key Responsibilities
Provide leadership, direction, and oversight to field support teams, ensuring effective resource allocation and high performance across all accounts in the region.
Deliver direct client support, acting as an escalation point for complex technical issues and ensuring timely resolution in line with contractual obligations.
Monitor and report on service performance, ensuring all SLAs and KPIs are consistently met or exceeded.
Foster strong relationships with internal and external stakeholders, including clients, account teams, and cross-functional partners such as Program Management, Sales, Technology, Product Management, and Operations.
Maintain in-depth knowledge of company products, services, and programs to support both customers and team members within the Field Services function.
Collaborate with regional and country teams to develop, implement, and refine processes and procedures that support cross-functional operations and drive continuous improvement.
Oversee the professional development and performance of Field Services Engineers, ensuring the team is equipped to meet evolving client needs.
Develop tactical plans for onsite and offsite support, partnering with account teams to ensure all client support requirements are proactively addressed.
Manage and support Associates on dedicated accounts in Australia, working closely with account teams on operational and management issues to ensure alignment and effective service delivery.
Provide clear and concise direction on a regular basis to Field Engineering teams across multiple locations.
Identify recurring trends, difficult-to-resolve problems, and potential issues concurrent with new system releases or hardware/software upgrades.
Ensure provision of end-to-end support to address identified and potential issues.
Resolve key issues raised by supervisors and teams, referring the most significant and complex to technical colleagues or more senior management.
Manage procurement-related activity to ensure on-time delivery and response to client requirements.
Act as liaison between clients, end-users, and technical teams.
Assist supervisors and team members in the determination of appropriate processes, policies, or procedures.
Establish overall work processes and priorities.
Allocate people, budgets, and resources to meet operational and client needs.
You will be successful in this role if you have:
Mandatory security clearance NV1 or NV2 (preferred) is required.
Proven experience in managing field support or technical service teams, preferably within a government or regulated environment.
Strong leadership, communication, and stakeholder management skills.
Demonstrated ability to troubleshoot and resolve complex technical issues.
In-depth understanding of SLAs, KPIs, and service delivery best practices.
Ability to collaborate across functions and drive process improvements.
Relevant tertiary qualifications in IT, or a related field are highly regarded.
Strong analytical and problem-solving skills, with the ability to interpret data and identify actionable insights.
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 GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.