The first thing you learn at Leidos Australia is to leave current thinking at the door. 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. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. Seriously interesting work that benefits and safeguards every Australian. That’s where you come in.

We're currently seeking a dynamic and motivated leader to join our Government account here at Leidos and play a significant role in shaping our high performing Enterprise Service Management Incident Management team.

As a member of the Service Delivery leadership team, you will help to deliver a global best practice standard of Service Operations through a Service and Integration Management (SIAM) implementation. SIAM is an approach to coordinating and integrating interdependent services from various internal and external service providers to meet business requirements. 

As Process Owner for Incident Management, you will be responsible for ensuring high quality service delivery, service improvement and effective governance across this process domain. This is a key role that interfaces with many stakeholders within the client organisation. You will have exceptional relationship building skills to build and maintain strong, productive relationships across a multi-vendor environment. You will thrive in a fast paced environment and your ability to maintain calm while working under pressure will be well regarded.

This role will be responsible for leading a team of Incident Management Coordinators, and supporting the team to thrive during a period of transformation. You will foster a team culture of trust, innovation, and partnership.

The role’s responsibilities extend to:

• Modelling by example and facilitating effective relationships across the multi-vendor environment
• Mentoring and developing the capabilities of team members
• Coordinating effective incident management processes and practices across a multi-vendor organisation
• Identifying and implementing tools and capabilities to improve incident resolution
• Ensuring governance activities in accordance to the Incident Management Process & Procedures are implemented
• Identifying issues and working across the multi-vendor, multi-stakeholder environment to facilitate fast resolution
• Effectively integrating with the Problem Management processes and performing post incident reviews
• Monitoring and evaluating the implementation of improvement initiatives
• Providing timely and professional communication to all levels of the business
• Ensure team activities are optimised to meet operational requirements
• Act as an escalation point for team members and liaise with upper management and executives
• Ensure and reinforce Incident Management Process adherence to achieve organisational outcomes

To be successful in this role you will ideally possess the following skills and attributes:

Technical

• ITIL V3 Qualified is essential
• Knowledge of ITIL V4
• Experience with ServiceNow preferred
• Demonstrated experience with Incident Management
• Experience in an IT Service Management environment with multiple vendors

Personal

• Ability to foster a high performing team, particularly through times of change
• Ability to effectively lead, mentor and supervise
• Ability to build productive partnerships through exceptional stakeholder management skills 
• Strong negotiation, problem solving, and influencing skills 
• The ability to see how to improve or streamline current process
• Highly effective in managing multiple, concurrent activities, while understanding and managing priorities, dependencies and risk
• Excellent communication (verbal and written) and interpersonal skills

What you'll love 

At Leidos you’ll enjoy 12 weeks’ paid parental leave as a primary carer, flexible work practices, discounted health insurance, novated leasing and more. Foster your career through complete access to learning and development and mentoring opportunities, we have a strong track record of internal promotion and career transitions.