Service Owner

4 months ago

Canberra, Australia Leidos Full time

Company Description

We’re a large scale complex systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 32,000 people global network, we’re growing fast.

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.

At Leidos, we’ve built our business on the ability to redefine possible and the same applies to your career. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility. We look forward to welcoming you.

**Job Description**:
We are seeking a dynamic and motivated Service Owner to work with us on one of our largest Defence accounts. This senior role works across Management and Technology enablement programs, which provides both traditional business functions and Hybrid Cloud managed services. As an experienced Service Delivery leader you will successfully engage with Service consumers, Business Owners and stakeholders externally and internally maximising value to our customer(s), representing our Product and Service offerings.

This role will have overall responsibility for developing, operating and managing the end-to-end delivery of one or more of our services - and will adopt a portfolio view to continually improve the quality of those services which may include multiple products and channels. Making sure that the necessary business processes are followed, the service owner will participate in the governance of the service, and will additionally act as a point of escalation for the delivery teams, and represent the service during service assessments.

Able to communicate the benefits and performance of their service, the service owner will understand which aspects of the service are foundational capabilities and which, if any, are variable based on specific parameters like headcount or locations. In order to encourage the maximum possible take-up of our service offerings, the service owners will provide and approve client communications for service launch and pending maintenance windows, and coordinates internal communications for operational staff.

Responsible for ensuring the team's adherence to change control, compliance and risk requirements, the service owner will work in close cooperation and exchange with other service owners as well as systems engineers, architects, business analysts, commercial & procurement, and portfolio management and innovation teams. The service owner will participate in internal service review meetings, and are expected to be able to define, maintain and implement overall service improvements plans and will manage, track and communicate status of support issues, fixes or system improvements / enhancements - including technical escalations with vendors.

This role will be responsible for creating service lifecycle roadmap that align with our customer’s and Leidos business vision and mission. The Service Owner will work across the Service Management to ensure a well-formed and complete service offering (Configuration Item or CI) is established in the Configuration Management Database (CMDB). You will be responsible for approving Service content, design, and presentation. Working closely with internal delivery groups you will measure, monitor and collaborate to ensure our products and services are continuously fit for purpose, both for current and evolving needs of our customers. The Service Owner will work across the integrating service portfolio to:

- Identify all service delivery and security risks, ensuring our risk management practices mitigates and controls risk associated with the service
- Manage the Service Continuous Improvement program of work, directing, measuring and reporting service improvement outcomes
- Audit work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
- Ensure successful execution of all Service Changes and new Service Introduction
- Handle customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
- Provide key client communications, including service delivery and performance, change and release schedules, service launch, risks and issues
- Co-ordinate and management post reviews, including Change, Incident, Problem and other ITSM processes.
- Provide input into the development of KPI's and Service Level Metrics on the overall health of the service
- Generate reports and reviews them on a regular basis to identify actionable opportunities for service improvement
- Represent service delivery in

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