ITSM Service Continuity Manager

About the role

The Service Continuity Manager leads the Continual Service Improvement (CSI) function for Leidos Australia, driving service quality, operational performance and customer experience across Defence‑related ICT services. You will work closely with delivery teams, technical specialists, customers and suppliers to embed improvement frameworks and deliver measurable business benefits.

Key responsibilities

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

Required profile

• Minimum seven years of experience leading Continual Service Improvement programmes within IT Service Management, Operational Excellence or Governance.
• Strong knowledge of ITIL service‑management practices and experience analysing performance metrics.
• Proven ability to build trusted stakeholder relationships and present insights to senior executives.
• Experience in Defence, Federal Government or other highly regulated environments is desirable.
• Australian citizenship and eligibility for NV1 security clearance.

Required skills

• ITIL (preferably ITIL 4 Managing Professional or Strategic Leader).
• Lean Six Sigma methodology.
• PRINCE2 Practitioner certification.
• Agile and Scrum practices.

What we offer

• Flexible work options including part‑time, job sharing and compressed hours.
• Wellbeing support such as free Headspace and MeQuilibrium access.
• Learning opportunities with over 120,000 on‑demand courses.
• Career growth on nationally significant Defence projects.