Service Delivery Manager

2 weeks ago

Canberra, Australia Leidos Full time

Company Description

The first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions for the most complex and high risk challenges.

**Job Description**:
We are looking for a dedicated and dynamic Service Delivery Manager to lead and manage a high-performing team of Agile Delivery Scrum Masters and IT Service Management leads.

In this pivotal role, you will be responsible for overseeing the matrix-model team of Agile Delivery Scrum Masters, as well as the IT Service Management specialists covering Incident, Problem, Change, Service Continuity, and other ITSM functions.

You will play a crucial part in assisting the Service Delivery Manager with escalations and reporting to executives, ensuring seamless service delivery and effective communication. Additionally, you will actively contribute to Continual Service Improvement initiatives, collaborating with other service delivery managers in a cross-team approach to foster a culture of excellence.

**In your role you will**
- Lead and manage a set of teams, including Agile Delivery Scrum Masters operating in a matrix model and IT Service Management specialists, covering areas including Incident, Problem, Change, and Service Continuity.
- Foster a collaborative and high-performance team culture, encouraging innovation, effective task tracking, and agile rituals.
- Provide guidance and support to the team to ensure streamlined IT service delivery and adherence to best practices.
- Assist the Senior Service Delivery Manager in handling escalations and resolving complex issues, ensuring timely and effective resolutions.
- Support the preparation of executive-level reports, communicating service delivery performance and strategic insights.
- Actively engage with teams to identify areas for Continual Service Improvement, collaborating on strategies for enhancing service delivery.
- Drive the implementation of improvement initiatives, monitoring their effectiveness and optimizing processes.
- Work collaboratively with other service delivery managers, leveraging a cross-team approach to ensure efficient service delivery and knowledge sharing.
- Provide visibility into delivery targets, commitments, and progress of the ongoing initiatives
- Contribute to regular meetings and discussions to align service delivery practices, and foster a culture of continuous improvement to support the changing environment.

**Qualifications**:
You are a proactive and adaptable individual who thrives in a diverse, large-scale environment and possesses exceptional people leadership, problem-solving, and communication skills.

You have strong coordination and collaboration skills, including resource management, but also a passion for coaching and development with a view to building high performing teams.

You will also possess:

- Experience in managing matrix-model teams fostering collaboration and innovation.
- Strong leadership and people management skills, empowering teams to achieve excellence in service delivery.
- Comprehensive understanding of IT Service Management principles, including Incident, Problem, Change, and Service Continuity.
- Exceptional communication skills, capable of effectively reporting to executives and handling escalations with poise and efficiency.
- Demonstrated ability to drive Continual Service Improvement initiatives, identifying opportunities for enhancement and implementing effective strategies.
- Excellent written and verbal communications skills with the ability pivot based on changing priorities.
- ITIL V3/V4 Foundations qualifications or higher are essential
- Proficiency in leading both physical and virtual teams.
- Strong customer service focus with the ability to empathise as well as prioritise
- Ability to develop and maintain productive internal and external relationships, partnerships and networks.

Additional Information
- This role does require the successful applicant to be an Australian Citizen and ideally have a current NV-1 security clearance or be eligible to obtain one._
- The company's diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer._

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