Service Owner

**Description**
- We’re a ‘Family Friendly’ certified workplace - we understand the diverse roles our team members need to play within their own unique family setting and actively support them.

**Do Work That Matters**

Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world’s toughest challenges in government, intelligence, defence, aviation, border protection and health markets.

**Your New Role and Responsibilities**

We are seeking a collaborative and proactive Service Owner to support one of our largest Defence accounts, guiding both traditional business functions and Hybrid Cloud managed services. This senior role focuses on the holistic delivery, development, and continuous enhancement of services across multiple products and channels. You will build strong relationships with service consumers, business owners, and stakeholders, ensuring alignment with governance and business processes, while providing a supportive escalation point for delivery teams. The role also involves co-creating service lifecycle roadmaps that reflect customer and business goals, integrating services into the CMDB, and fostering performance improvements through teamwork and shared accountability.

While not a day-to-day operational lead, the Service Owner plays a key strategic and integrative role across Service Management, Chief Technology, Solution Architecture, and Service and Technology Operations—helping shape and guide Leidos’ ‘as-a-service’ solutions. You will contribute to service strategy and design, and monitor meaningful metrics such as time to provision, SLA performance, Total Cost of Ownership, cost per use, industry benchmarks, risk and resiliency assessments, case metrics, and end-user experience across diverse user groups.

**Responsibilities**:

- Build and maintain strong service relationships by addressing concerns with empathy, sharing key updates, and advocating for customer needs in internal forums.
- Identify and manage risks collaboratively, coordinating post-reviews for Change, Incident, and Problem management to support continuous learning.
- Lead service improvement initiatives by auditing performance, sharing insights, and encouraging innovation and productivity.
- Support governance and planning by representing service delivery in forums, contributing to KPIs and Service Level Metrics, and engaging in SLA/OLA discussions.
- Ensure smooth service execution by guiding changes, collaborating across teams, and staying informed on customer operations and industry best practices.

**What You’ll Bring to Make an Impact**:

- Deep experience in ICT Service Delivery Management, including working with diverse vendor models and subcontractor networks across government and private sectors.
- Strong strategic thinking and planning skills, with a talent for developing business plans, product roadmaps, and aligning services to customer needs.
- Inclusive leadership and consultancy experience, demonstrated in matrix-based environments and through trusted relationships with senior stakeholders.
- Expertise in ITIL frameworks and ISO20000 compliance, with a track record of championing service management practices across teams.
- Thoughtful problem-solving and analytical abilities, with a focus on detail, collaboration, and adaptability in both independent and team settings.
- This role does require the successful applicant to be an Australian Citizen and hold a NV-1 or greater security clearance._

**Diverse Team Members, Shared Values and a Common Purpose**
- Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive. Paul Chase - Chief Executive, Leidos Australia._

Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

**Next Steps**
- Recruitment process - interviews and background checks.
- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard