Service Delivery Manager (Fixed Term, View to Permanent)

About the role

Leidos Australia is recruiting a Service Delivery Manager for a 12-month fixed-term contract with a view to permanent employment. The role leads a multidisciplinary team of 50+ technical professionals in Mission Software Systems (MSS), which delivers software, intelligence and cloud solutions for a Defence customer. It is a senior leadership position with flexible working, including 1-2 days per week from home, and is open to Melbourne, Canberra or Sydney.

Key responsibilities

• Own the end-to-end health, reliability and operational performance of complex production and non-production environments, ensuring contractual service levels and customer outcomes.
• Lead a team of 50+ technical professionals across service operations and the support desk, setting expectations and embedding consistent service-management practices.
• Shape the service strategy, governance framework and continual improvement roadmap using service data, automation, observability and operational insights.
• Advise program leaders and senior customer stakeholders on complex service issues, translating technical conditions, operational risks and commercial considerations into clear decisions.

Required profile

• Extensive experience leading service delivery or IT service management in complex, high-availability or mission-critical environments.
• Advanced knowledge of IT service management practices (incident, major incident, problem, change, release, configuration, availability, capacity, continuity and SLA management).
• Experience shaping service strategy, governance, operating standards and improvement roadmaps.
• Executive-level communication and influencing capability, and experience leading through influence and coaching.
• Australian citizenship and an active NV-2 security clearance; the role may be subject to ITAR requirements.

Required skills

• ITIL 4 Managing Professional, Strategic Leader or equivalent advanced service-management certification.
• SIAM certification or qualifications in PRINCE2, Agile, SAFe, Scrum, Kanban, DevOps, cloud or reliability engineering.
• Relevant tertiary qualification in IT, computer science, engineering or a related discipline, or equivalent substantial practical experience.
• Advantageous: Defence or Australian Government service experience, multi-vendor service integration, observability and automation, Agile/DevSecOps, and a relevant tertiary qualification.

What we offer

• Flexible working, including up to 12 extra days off per year (Life Days), part-time arrangements, job sharing and compressed hours.
• Free access to Headspace and MeQuilibrium, and technical, project management and leadership development courses.