Our name isn’t the only thing that’s unique about Leidos Australia. We’re a complex systems integration company building world-class solutions across government and defence that ensure peace of mind for the entire nation. Supported by global backing from our US network, we’re trusted by our customers to deliver the most innovative answers to their most complex challenges. Seriously interesting work that benefits and safeguards every Australian. That’s where you come in…

Your New Role 

As part of a team of Service Delivery Managers and Analysts, manage the delivery of ICT services in a complex SIAM environment to ensure that SLA's (service level agreements) and KPI's (key performance indicators) are met or exceeded; maintain tight control over schedule, risks, scope of work and budget; ensure that operational teams have a clear understanding of requirements; build and maintain strong relationships, and provide day-to-day advice and support to client groups; ensure service quality and delivery standards; identify service needs, plan the service delivery and proactively support cost reductions.

Specifically, your key responsibilities include:

• Develop and manage strategic operational relationships.
• Manage service quality and delivery standards; identify service needs and support cost reductions.
• Ensure that operational teams have a clear understanding of requirements.
• Identify any reoccurring service requests and investigate and refine service delivery processes.
• Regularly assess customer feedback and make necessary improvements to support processes and documentation.
• Coordinate staff in the continual development of internal processes in providing a fully managed service for the designated customers and any other relevant systems.
• Act as a point of escalation for operational issues and concerns.
• Lead or participate in the set up and negotiation of SLAs.
• Assist with completing projects on time and within budget.
• Participate in the implementation of continuous service improvements.

About You and What You'll Bring 

Your technical or ITIL background will serve you well in this role. You enjoy working with customers and are calm and professional in your interactions within our organisation and with our customer. In return, you’ll enjoy a positive team culture and ample opportunity for career advancement.

Skills

• Strong individual contributor and team player in a professional environment.
• Highly effective in managing multiple, concurrent activities, while understanding and managing priorities, dependencies and risk.
• Excellent communication (verbal and written) and interpersonal skills.
• Ability to effectively lead, mentor and supervise.
• Advanced level of planning and organisational skills.
• Good initiative in developing and improving systems and procedures.
• Ability to independently develop and determine approaches to solutions in a practical and creative manner.
•  Strong conceptual, analytical and interpretive skills with high level of attention to details.
• Demonstrated ability to build and maintain effective working relationships across all levels and influence key stakeholders.

Candidates will preferably have an existing security clearance and must have the ability to obtain NV-1 clearance.

What you’ll Love…

Who doesn't love a challenge? We'll leverage your strengths to give you challenging and rewarding work delivering real outcomes for our customer. As a medium sized enterprise you can directly impact outcomes for our Australian business while enjoying the benefits and innovation of a global organisation.

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