Leidos Australia is the largest commercial supplier of intelligence services to the Australian Government and provides a number of critical systems integration projects to the Department of Defence. We also deliver service management since 2012, including service desk, for the Australian Tax Office, supporting 25,000 ATO end users.

We have an exciting opportunity with our ATO account for a Senior Service Operations Program Manager with a strong ITIL background. This role will see you leverage your extensive IT Service Management experience and your best practice thought leadership. You'll lead an experienced multi-disciplinary team to implement and mature a world leading IT Service Management Service including deploying the latest tools for one of Australia’s largest non-banking transactional SIAM based environments. 

Your new role will  also include

• Managing a Canberra based team of 60 ITIL based IT service management staff responsible for the 24/7 delivery of IT service management across a high availability and complex multiple vendor environment.
• Managing sub contract arrangements for internal customer help desk
• Providing account technical leadership/direction and support
• Ensuring Contract SLA’s and KPI’s are met
• Providing visible operational service delivery leadership to your team by building an environment of  trust and confidence from your stakeholders
• Significant senior level face to face involvement with customer on a daily basis
• Accountability for ensuring high standards of customer satisfaction are maintained at all times. Responsible for addressing any issues impacting customer satisfaction targets in conjunction with relevant stakeholders when required.
• Developing and drive objectives through effective planning of resources and business functions i.e. people, finance and performance.
• Leading a large Revenue and P&L and deliver both top and bottom line growth through efficiency and on-contract growth

The ATO is one of Australia's largest non-banking transactional environments that is critical to the Australian economy and is undergoing substantial modernisation. This is an opportunity to drive service improvement, innovation and efficiencies for both the customer and Leidos. 

About You 

You are skilled in managing a complex stakeholder environment and can build strong, confident and trusted relationships in an outsourced IT services environment.  You also have experience in:

• Dedication to customer service with demonstrated experience in identifying, leading and implementing initiatives that deliver an improved customer experience
• Ability to manage multiple, concurrent activities and prioritise tasks to ensure customer satisfaction
• Ability to lead, mentor and supervise your team to grow internal talent
• A best practice understanding of deploying and maturing appropriate frameworks to mature IT service Management, vis ITILv4, SIAM, AiOps, Devops etc.
• ITIL Foundations

This role does require the successful applicant to be an Australian Citizen and ideally have a current Baseline security clearance or be eligible to obtain one.

At Leidos, we’ve built our business on the ability to Redefine Possible and the same applies to your career. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility. We look forward to welcoming you.