About Us

Be curious. Be the difference.

Leidos makes the world safer, healthier and more efficient through information technology, engineering and science. As a large scale prime systems and services integrator, we turn complex data into usable solutions for our customers. In practical terms, we deliver software applications for a wide range of missions in the Intelligence, Surveillance and Reconnaissance domain as well as health solutions. We provide critical projects to the Department of Defence whilst supporting the IT environment for the Australian Taxation Office. We also maintain legislative websites for a number of governments.

Great ideas are our currency and every person here is encouraged to be curious, open-minded and confident in bringing theirs to the table. No matter who you are or where you work, we make it our mission to make sure that you are enabled to do your best work, be inspired by what you can achieve and the impact you can have. Innovation is a key value and change is constant. So there’s plenty of scope to think differently, develop and learn in an environment that’s both supportive and constantly evolving. Leidos has made it a key business goal to ensure everyone feels welcome, valued, respected and supported.

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, fostering 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

Over the last year, we have successfully adapted our approach to enable everyone - whether working remotely from home, an office or a customer site – to continue to be collaborative, productive and, above all, safe and healthy. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility.

At Leidos, you will be valued, included and supported. So if you are open-minded and keen to Be the difference, we look forward to welcoming you.

Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.