ITSM Service Continuity Manager

About the role

Leidos Australia is seeking an experienced Service Continuity Manager to lead the Continual Service Improvement (CSI) function across its defence and national security service environment. You will drive improvements in service quality, operational performance and customer experience while ensuring alignment with contractual commitments.

Key responsibilities

• Lead and govern the CSI framework, including policies, processes, standards, reporting, the CSI Register and improvement roadmap.
• Drive service management maturity and optimise processes across Incident, Problem, Change, Release, Configuration, Availability, Capacity, Knowledge and Service Continuity practices.
• Oversee governance, assurance and reporting activities, ensuring initiatives are prioritised, resourced, tracked and aligned to customer outcomes.
• Partner with customers, stakeholders, delivery teams and suppliers to identify improvement opportunities, facilitate workshops and realise measurable business benefits.
• Provide leadership to CSI and Service Owner teams, fostering collaboration, capability development and a culture of continuous improvement.

Required profile

• Minimum seven years’ experience leading Continual Service Improvement programmes within IT Service Management, Service Delivery or Operational Excellence environments.
• Strong knowledge of ITIL service management practices and experience analysing service performance metrics and operational data.
• Proven ability to build trusted stakeholder relationships and present insights to senior and executive audiences.
• Experience in Defence, Federal Government or other highly regulated environments is desirable.
• Bachelor’s degree in IT, Business Management, Project Management, Engineering or related field.

Required skills

• ITIL (preferably ITIL 4 Managing Professional or Strategic Leader)
• Lean Six Sigma
• PRINCE2 Practitioner
• Agile and Scrum methodologies