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, including 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

We have an opportunity for an experienced Service Operations Delivery Lead. This role will support the ongoing establishment of the Service Operations capability within the Sustainment organisation responsible for a key Defence Mission System application. The role is complex and challenging with a focus on growth and learning to establish the new service. 

In this role your responsibilities will include:

• Lead and support the ongoing establishment of a ITIL Service Operations capability.
• Lead and support the management of a Service Support and technical team made up of Level 2 & 3 application support and system administrators.
• Accountability for effective delivery of all aspects of the Service Operations function
• Ensure service quality and delivery standards; identify service needs, plan the service delivery and proactively supports cost reductions.
• Accountability for the ongoing delivery of Service levels related to delivery of Service Operations functions.
• Responsibility for ensuring both service levels and operational metrics are being monitored effectively, Service levels are being met and taking proactive actions to remediate and implement corrective or improvement.
• Build and maintain strong relationships, and provide day-to-day advice and support to clients and cross partner engagement.
• Management of support vendor relationships and deliverables.
• Responsibility to ensure support procedures and work instructions are maintained and lead the development of any new procedures where required.
• Provide advice and expertise on IT Service Management activities in context of the Service Management Tools in use.
• Represent the organisation at Governance meetings and champion Service Operations performance and activities.
• Provide input on required Quality Management Systems processes and standards.
• Champion Continuous Service Improvement principles and lead the identification and execution of performance and quality audits to inform CSI initiatives.
• Assist the Sustainment Services Manager in the ongoing management and delivery of the Service Operations capability in the sustainment organisation for the program.

About You and What You Will Bring

Coupled with your education and practical experience, you will demonstrate a pro-active approach with the ability to understand the business, identify issues and develop relationships to achieve the company’s objectives.  You will also have:

Essential

• 5+ years’ experience as a ITSM Service Delivery Manager working in an enterprise environment and/or equivalent level of Tertiary Qualifications in Information Technology.
• Leading ITSM transformation and supporting the transition of services from project delivery to ongoing operational support.
• Demonstrated experience in leading the execution of high priority incidents and problem investigations.
• Ability to analyse, deliver and present up to date reports on operational delivery performance with executive layer stakeholders.
• Experience with Project Delivery principles, standards, methods and implementation
• Demonstrated experience in staff supervision, leadership, risk mitigation and business improvement methodologies.
• Excellent interpersonal skills, particularly regarding positive relationship building and communicating effectively through both verbal and written communications.
• Experience in reviewing, collating and sending out communications.
• Demonstrated experience providing highly organised coordination, stakeholder engagement with strong attention to detail.
• General knowledge base administration
• Excellent time management, staff coordination and logistics skills
• ITIL V3 or V4 foundation qualifications.
• Demonstrated ability to consistently meet expectations and proven ability to work towards exceeding expectations in a complex environment.

Desirable

• ITIL V3 or V4 practitioner stream certifications or course completion.
• Experience working in a Defence environment.

Successful candidates will be required to be Australian Citizens and be able to obtain and maintain an Australian Government Security Clearance. These roles are ideally located in Canberra however we will consider exceptional candidates who are willing to relocate. Candidates with active Baseline or higher security clearance are preferred.

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.

You’ll be joining a fun and friendly team who support each other closely and love to celebrate together