Service Level Specialist

3 weeks ago

Canberra, Australia Leidos Full time

Company Description
**About Us**
At Leidos we bring together science, engineering and technology to deliver smart solutions to our customers’ most complex challenges. Great ideas are our currency and every person is encouraged and enabled to be curious, open-minded and confident in bringing theirs to the table - to be inspired by what they can achieve and the impact they can have.

**Job Description**:
**Your New Role**

This is a rare opportunity to use your expertise in the measurement, collection and reporting of contractual performance measures to establish and sustain the new service. The new operational service will require your leadership to develop and embed sustainable operational performance with a focus on continual service improvement.

You are not inheriting but establishing this new service level management framework. So you will have the opportunity to mould these processes and procedures to make sure they are done correctly to meet contractual obligations. Your general responsibilities will include:
**Collection and control**
- Monitoring and collection of performance measures, and understanding sub component drivers that deliver performance measurement data
- Act on live data to ensure the operational practice continues to deliver on performance metrics to meet and improve service delivery outcomes.

**Reporting**
- High level preparation and collation of regular reports from different data sources to be presented to program Management and corporate stakeholders
- Prepare data into reports and slide packs for presentation to our customer stakeholders who are working from distributed locations
- Monthly informal contract status reporting and formal quarterly reporting.
- Prepare and deliver Combined Services Summary Reports across service management, with inputs from our service delivery teams.

**Continual Improvement**
- Able to identify and implement tangible performance improvements month on month
- Track record of building long term trust and driving sustainable commercial customer satisfaction to support long term contract extensions.

**Qualifications**:
**About You and What You'll Bring**

**Experience**
- Strong ITIL process experience, with a solid understanding of all aspects of service delivery
- Excellent interpersonal skills, particularly regarding positive relationship building and communicating effectively through both verbal and written communications
- Good negotiation skills, with a background in customer facing roles
- Strong experience in writing, collating and reviewing, contractual performance reports. Focusing on service outcomes and commercial efficacy
- Ability to analyse information with a methodical and accurate approach, with strong attention to detail, in order to present up-to-date data in reports and documentation
- Demonstrated experience managing high performance outcomes through a managed service provider contract.

**Skills**
- Strong focus on customer service and delivering contractual outcomes. Advantageous if you are coming from a contract based ICT service management background
- Ability to effectively manage multiple, concurrent activities, while understanding and managing priorities, dependencies and risk
- Proven ability to adapt and maintain a flexible approach to changing needs or priorities
- High level of initiative and self-motivation.

Additional Information
**What You’ll Love**

At Leidos you’ll enjoy 12 weeks’ paid parental leave as a primary carer, flexible work practices, discounted health insurance, novated leasing and more. Foster your career through complete access** **to learning and development and mentoring opportunities, we have a strong track record of internal promotion and career transitions. Join a company who acknowledges “People First”.

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