Service Delivery Officer

Overview

Life Days are the Leidos way of recognising that we all need extra time to take care of life. By working slightly more than the minimum weekly hours (2 hours per week for full-timers), you can accrue up to 12 days of leave per year. Due to the nature of the role, you must be an Australian Citizen and hold an active NV-1 AGSVA security clearance.

Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our team of 2000 local experts, backed by our global experience and network of partners, solve challenges in government, intelligence, defence, aviation, border protection and health markets. Learn more about our culture and benefits at Leidos Australia Careers.

Your New Role and Responsibilities

The Air Component Command and Control Capability System (AC-C2CS) is a mission-critical suite of software applications that enables the Australian Defence Force (ADF) to effectively plan, prepare, execute, manage, and report on aviation operations. The Service Delivery Officer supports core ITSM functions within a small team led by the Service Delivery Manager. Key responsibilities include contributing to Service Management, Incident, Problem, Change, Knowledge Management, CSI, and Quality Assurance. The role involves:

- Acting as a first point of contact for customer queries and service requests.
- Supporting continuous improvement across systems and environments.
- Collaborating with internal tech teams to meet operational needs.
- Building strong stakeholder relationships to enable effective issue resolution.
- Coordinating internal and external teams to ensure timely service delivery.
- Managing escalations and providing regular updates and performance reporting.

What You'll Bring to Make an Impact

- Strong customer service focus with the ability to empathise and prioritise effectively.
- Excellent problem-solving skills, with the ability to lead continuous improvement efforts.
- Knowledge of Service Delivery and IT Service Management functions, including Incident, Problem, Change, Knowledge Management, CSI, and Quality Assurance practices.
- Ability to work collaboratively within a team or independently in a professional setting, and assist in conflict resolution.
- Proven experience in delivering quality client service, maintaining productive internal and external relationships, and familiarity with ITIL V3 or V4 Certification and Service Management tools.

Don't worry if you don't tick all the boxes – if you meet most of them, we encourage you to submit your application. We're most interested in your strengths, what you want to learn and how far you want to go.

Diversity and Inclusion

Diverse Team Members, Shared Values and a Common Purpose. Inclusion is at the heart of our culture and a core value. Leidos is committed to a truly inclusive workplace and welcomes applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups. Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide opportunities to connect and collaborate on shared interests.

Next Steps

To apply for this role, follow the links or apply via our Careers page. Recruitment process: 1 virtual interview and/or 1 face-to-face plus background checks. Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements, which in some cases place limitations on dual nationality, permanent residency or former nationals of certain countries as per ITAR 126.1. We are committed to accessible recruitment; please contact our Careers team at careers.au@au.leidos.com for additional support during your application or recruitment process.

At Leidos, we're looking for someone who challenges the mold and helps build something better. This is a role for the restless and the motivated to ask, "what's next?"

Note: This posting may be subject to change; see official posting for details.

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