Head of Service Management

1 month 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**:
An exciting and challenging opportunity has arisen for a Head of Service Management to manage our services and obligations to Defence’s Chief Information Officer Group (CIOG) as part of the Centralised Processing Ongoing Support and Project Services teams. This role will report to the Chief operating Officer, this role includes overall responsibility for ITSM support of services, as well as leadership of a team of service owners.

You will be working in one of Australia’s largest and most complex IT environments, delivering solutions and integrating state-of-the-art commercial technologies, and will be accountable for dealing with any issues that arise, including all escalation processes and operational procedures. As part of the ongoing services team, your role will naturally be customer-focused. However, it will also require a diverse set of skills and managed services experience in order to be successful.

You will need to ensure operational teams have a clear understanding of requirements; build and maintain strong relationships internally and with the customer, provide day-to-day advice, support, and reporting; ensure service quality and delivery standards; identify service needs, plan the service delivery and proactively support efficiencies where possible.

**In This Role Your Responsibilities Will Be To**
Collaborate with the client, customers, engineers, operations, and other stakeholders to come up with solutions, taking a lead on designing permanent solutions, and interim solutions and transitioning from project to operations;
- Oversee the service to customers to ensure effective service delivery and service levels are met for timely response and quality resolution of problems;
- Assess customers' risks and needs, recommend appropriate service offerings, and develop relevant action plans;
- Prepare monthly managed services reporting for both client-facing communications as well as internal process improvement activities, and work with the client and internal stakeholders to identify and undertake improvement activities;
- Conduct and attend (or manage delegation as appropriate) client governance meetings, innovation workshops and business continuity rehearsals;
- Monitoring contract obligations to ensure compliance with roles and responsibilities, manage disengagements and achieve high customer satisfaction and trust;
- Constantly monitor and document recommendations formally via service delivery plan including SLAs.

**Qualifications**:
**Qualifications**
***
**About you and what you'll bring**
Your experience in the Federal Government or Private Sector will be equally valued. You will thrive in working with the customer in a client-facing role, continually driving improvement and exceeding expectations in the delivery of IT services. Your outstanding relationship skills are underpinned by your ability to listen, empathise, synthesize complex information, and provide a high level of comfort and assurance to your customer, as a trusted advisor. You are passionate about your field; this is reflected in your knowledge of industry best practices.
- You will be ITIL certified with first-hand experience working with and improving processes and driving service transformation;
- Strong collaboration skills to achieve results through others and the ability to establish credibility with customers. Strong stakeholder engagement skills are a must;
- Must have good knowledge of functional and technical processes and disciplines and can positively contribute towards processes as well as service delivery processes;
- Hands-on technical experience in an Engineering / Operational capacity as well as financial experience across managed services accounts is desirable; Should be an analytical thinker with a proven ability to translate complex problems into feasible, valuable solutions.

You will have a substantial amount of ITSM experience in large complex enterprises, with high-volume transactions in mission-critical, high-availability IT environments
- Demonstrated experience in managing sub-contractors and a demanding customer multi-vendor outsourced environment
- Proven track record managing customer escalations and internal challenges
- Have a collaborative approach using a consultative, influencing style that promotes continuous improvement
- Exceptional communication skills, and can present in a face-to-face and virtual environment Appropriate management qualifications or equivalent experience is essential, and certifications in ITIL and Project Management are highly desirable

  • Head of Finance and Corporate Services

    1 month ago

    Canberra, Australia Sutton recruitment Full time

    Executive Management - Chief Financial Officer (CFO) - ACT - Permanent / Full Time 4/3/2024 - Improving the financial and commercial acumen and risk management - Highly strategic role whilst managing the day to day Finance IT & Risk functions - Full time role with very attractive workplace flexibility **The Organisation** The RSPCA is an independent,...

  • Head of Research and Library Services

    1 month ago

    Canberra, Australia Davidson Group Services Full time

    **Head of Research and Library Services (Parliamentary Librarian)** **Department of Parliamentary Services, Parliament of Australia** - Key statutory appointment - Provide trusted information and advice to the Australian Parliament - Delivery strategic and innovative research and publications The Department of Parliamentary Services (DPS) supports the...

  • Service Centre Manager

    1 month ago

    Canberra, Australia Department of Finance Full time

    Business Enabling Services Group / ICT Division / Internal Services Branch - Executive Level 1 ($114,115 - $138,191) | Ongoing | Full-time - Canberra, ACT **ABOUT THE BRANCH** The priorities of Internal Services Branch are to: - deliver a high standard of support to clients through the VIP Support Team, Service Centre and Self-Service Portal - maintain...

  • Stores Manager Mcn, Technical Services

    1 day ago

    Canberra, Australia Department of Finance Full time

    Business Enabling Services Group / ICT Division / Secure Communications Branch - APS 5 ($80,131 - $89,912) | Ongoing & Non-ongoing | Full-time & Part-time - Canberra, ACT **ABOUT THE BRANCH** Secure Communications develops and supports the secure telecommunications needs of Australian governments including the design, deployment and maintenance of ICT...

  • Head of School, Canberra School of Professional

    2 days ago

    Canberra, Australia University of New South Wales Full time

    **Job no**: 520703 **Work type**: full time **Location**: Canberra, ACT **Categories**: Head of School / Director - Employment type: Full time - Duration: Fixed term for a period of up to 5 years - Remuneration: Senior Academic Appointment - Location: Canberra, Australian Capital Territory **About the UNSW Canberra City Campus** University of New South...

  • Executive Officer to The Head of Division

    5 days ago

    Canberra, Australia Department of Industry, Science, Energy & Resources Full time

    All Locations - Canberra, Sydney, Darwin, Brisbane, Hobart, Melbourne, Perth, Adelaide - Applications close 18 Feb 2024 **About the Department**: The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government’s economic agenda. Our purpose is to help the government build a better future for all...

  • Head of Engagement and Impact, Unsw Canberra

    4 weeks ago

    Canberra, Australia University of New South Wales Full time

    **Job no**: 522695 **Work type**: full time **Location**: Canberra, ACT **Categories**: Professional Leadership, Management **Head of Engagement and Impact, UNSW Canberra** **Employment type**: Full time, 35hrs **Duration**: Continuing **Remuneration**: Level 10 - Total Remuneration Package **Location**: Canberra, Australian Capital Territory **About...

  • Head Barista

    2 days ago

    Canberra, Australia Airport Retail Enterprises Full time

    **Airport Retail Enterprises** - Canberra Airport are looking for a Head Barista responsible for the day-to-day coffee service, quality control of coffee products, monitoring and addressing coffee-related costs & team training across our 6 coffee venues. The head barista is also responsible for maintaining retail stock of coffee, and coffee-related...

  • Head of Student Life

    4 weeks ago

    Canberra, Australia University of New South Wales Full time

    **Job no**: 522696 **Work type**: full time **Location**: Canberra, ACT **Categories**: Professional Leadership, Management **Head of Student Life & Experience, UNSW Canberra** **Employment type**: Full time, 35hrs **Duration**: Continuing **Remuneration**: Level 10 - Total remuneration package **Location**: Canberra, Australian Capital...

  • Head Chef

    2 weeks ago

    Canberra, ACT, Australia Compass Group Australia Full time

    ESS Defence delivers the best hospitality and catering services to our Defence personnel. We are committed to providing nutritional and delicious meals to our customers, whether it is in dining halls or out on the field. The work that we do is essential in keeping our Australian Defence Force healthy, comfortable, and living their best Defence LifeBring your...

  • Head Chef

    2 weeks ago

    Canberra, Australia Compass Group Australia Full time

    ESS Defence delivers the best hospitality and catering services to our Defence personnel. We are committed to providing nutritional and delicious meals to our customers, whether it is in dining halls or out on the field. The work that we do is essential in keeping our Australian Defence Force healthy, comfortable, and living their best Defence Life! Bring...

  • Head of Quality Assurance

    1 month ago

    Canberra, Australia Thermo Fisher Scientific Full time

    **Job Title: Head of Quality Assurance** **Reports to**: Site Head of Quality **Group / Division**: Pharma Services Group/ Drug Substance Division **Career Band: 8** **Job Family**:Operations (OPS) **Job Sub Family**:Quality (Q) **Job Code: OPS.QAOP.M08** **Job Track**:Management **Position Location**: Australia - Brisbane - 37 Kent Street...

  • Icon Field Services Officer

    5 days ago

    Canberra, Australia Department of Finance Full time

    Business Enabling Services Group / ICT Division / Government Network Services Branch - APS 3 ($65,616 - $75,690) | Ongoing & Non-ongoing | Full-time - Canberra, ACT **ABOUT THE BRANCH** The Government Services Branch (GSB) delivers Whole-of-Government services to Commonwealth agencies, including developing and supporting the secure telecommunications and...

  • Head of Skills

    1 week ago

    Canberra, Australia QinetiQ Full time

    QinetiQ employs more than 8000 people in more than 50 locations around the world, offering our customers premier expertise in advice, services and creative technology-based products. Globally QinetiQ has four Sectors, one of which is the ‘Australia Sector’’. Established in April, QinetiQ’s commitment and investment in Australia as a home market is...

  • Head of Procurement Operations

    4 weeks ago

    Canberra, Australia Leidos Full time

    Company Description **About Us** Leidos is a Fortune 500 with a mission to make the world safer, healthier and more efficient through information technology, engineering and science. We’re a complex systems integration company building world-class solutions across government and defence to help safeguard the nation. With over 20 years’ local experience...

  • Head of Production

    5 days ago

    Canberra, Australia Hastings People Full time

    **Client Profile** Our client is one of Australia's fastest-growing craft breweries and has been making award-winning Brews since 2017. They are dedicated to making good beer, being good to nature and good for their community. This is a company that loves what they do. They work hard and have great fun doing it As the Head of Production of this well-known...

  • Service Delivery Manager

    4 weeks ago

    Canberra, Australia Rubix Solutions Full time

    NV1 - Business critical system - Analytical and problem-solving skills Rubix Solutions is a boutique recruitment company working for some of the biggest blue chip clients globally. Our client, a leading IT consultancy are looking to hire a Service delivery manager with a NV1, based in Canberra. An outstanding opportunity has presented itself for a talented...

  • Head of Department, Community Work

    4 weeks ago

    Canberra, Australia ACT Government Full time

    The Health, Community and Science (HCS) College at Canberra Institute of Technology (CIT) is seeking an outstanding Head of Department in the CIT Community Work Department who, through quality leadership and management of education and related activities, will contribute to the achievement of the department, College and organisational goals. The CIT...

  • Head Barista

    4 weeks ago

    Canberra, Australia The Cafe MOMOGLASS HOUSE CAFE Full time

    The CAFE MOMO BRUCE are looking for Head Barista as they are growing their Business, we are looking someone hard worker, good team player, good communication skills. Please send us your resume if you would like to join our team **Job Types**: Full-time, Part-time, Permanent, Casual Part-time hours: 35-40 per week **Salary**: $30.00 - $32.28 per...

  • Service Management Manager

    1 month ago

    Canberra, Australia Paxus Full time

    Reporting to the Head of Support Services within Technology Enablement, as the Manager Service Management Design & Integration you will bring relevant experience to the organisation to lead, shape and improve Service Management within the organisation, uplifting capabilities, and building a high performing team to improve service outcomes for our...