Head of Service Management

9 months 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

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