Technical Service Delivery Manager

  • Full-time
  • Job Type: Permanent

Company Description

Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in government, defence, intelligence, border protection and health markets. The company’s 32,000 diverse and talented staff support the vital missions of our customers.

Job Description

About your new role

Managing a team of highly skilled specialists, whilst working closely with our Engineering & Technical Operations Teams to develop and maintain support services for a large Government end user estate,  you will be a critical client facing role to ensure we deliver high quality services as part of our on-going contract.

In this role your responsibilities will be to:

  • Collaborate with customers, engineers, operations and other stakeholders to come up with solutions, taking a lead on designing permanent solutions, interim solutions and transitioning from project to operations;
  • Oversee the service to customers to ensure effective service delivery and service levels are met for timely response and quality resolution of problems;
  • Assess customers' risks and needs, recommend appropriate service offerings, and develop relevant action plans;
  • Preparing monthly managed services reporting for both client-facing communications as well as internal process improvement activities, and work with the client and internal stakeholders to identify and improvement activities;
  • Conduct and attend (or manage delegation as appropriate) client governance meetings, innovation workshops and business continuity rehearsals;
  • Monitoring contract obligations to ensure compliance with roles and responsibilities, manage disengagements and achieve high customer satisfaction and trust;
  • Constantly monitor and document recommendations formally via service delivery plan including SLAs.

About you and what you'll bring

  • You will be ITIL certified with first-hand experience working with and improving process;
  • Strong collaboration skills to achieve results through others and the ability to establish credibility with customers. Strong stakeholder engagement skills are a must;
  • Must have good knowledge with functional and technical processes and disciplines and have the ability to positively contribute towards processes as well as service delivery processes;
  • Hands on technical experience in an Engineering / Operational capacity as well as financial experience across managed services accounts is desirable;
  • Should be an analytical thinker with a proven ability to translate complex problems into feasible, valuable solutions.

Qualifications

  • Ideally, you will possess 5+ years of experience within IT, with a minimum of 2 years gained in either IT Service Delivery Management or an infrastructure provider;
  • ITIL V3 certified.

Additional Information

This role does require the successful applicant to be an Australian Citizen and to be able to obtain a a baseline security clearance.

 

With over 20 years local experience, Leidos Australia provides an unparalleled breadth of capability to our customers through our highly skilled and security cleared local workforce; now in excess of 900 people. We are committed to delivering innovative and cost effective solutions, managing risks, working collaboratively and drawing on our global experience. We aim to be the market leader in government science and technology solutions and a respected employer in the community. For more information, visit www.Leidos.com.
 

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