Service Delivery Manager

Company Description
**Introductions**

We’re a large scale systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 35,000 global network, we currently have over 1,000 employees mainly in Canberra and Melbourne. We’re growing fast and are building a business that is focused and fit for the future. Change and innovation are central to the way we work, and we thrive when developing unique, practical solutions to seriously complex challenges.

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

Managing a team of highly skilled specialists, whilst working closely with our Engineering & Technical Operations Teams to develop and maintain support services for a large Government end user estate, you will be operating in a critical client facing role, ensuring we deliver high quality services as part of our on-going contract.

**In this role your responsibilities will be to**:

- Manage the delivery of services to ensure that SLAs (service level agreements) and KPIs (key performance indicators) are met or exceeded
- Maintain tight control over schedule, risks, scope of work and budget, and ensure that project is completed on schedule and within budget
- Ensure service quality and delivery standards; identify service needs, plan the service delivery and proactively supports cost reductions
- Build and maintain strong relationships, and provide day-to-day advice and support to clients
- Maintain frequent contact with internal personnel, outside customers and industry peers at various management levels concerning operations or scheduling of specific phases of the project or contract
- Ensure that operational teams have a clear understanding of SLAs and KPI requirements
- Ensure supporting procedures and work instructions are developed within the respective Service Providers to support the governing process
- Conduct briefings and participate in technical meetings for internal and external representatives concerning specific operations
- Represent the organisation at Governance meetings
- Provide guidance to the Project Team on required Quality Management Systems processes and standards
- Conduct quality assurance reviews of Contract Data Requirements List and other documents
- Conduct internal quality audits to verify compliance to Project processes as defined in Project Plans.

**Qualifications**:
**About You and What You'll Bring**
- Prior experience operating in a Service Delivery or Project Management role delivering ICT services to a Federal Government department
- ITIL foundation and practitioner
- Extensive experience with Project Delivery principles, standards, methods and implementation
- Innovative with solid experience in streamlining and transforming service delivery
- Proven experience designing and implementing project management processes
- Demonstrated experience in staff supervision, leadership, engineering management, risk mitigation and business improvement methodologies
- Proven experience in managing projects and project delivery teams to success.

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, RDO program 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.

**This role does require the successful applicant to be an Australian Citizen and hold a NV-1 level security clearance.