Capability Manager

**Company Description**
At Leidos, we do work that really matters inspired by our mission to make the world safer, healthier, and more efficient through technology, engineering, and science. With 25 years of local experience, our 2000 team members, work together to solve Australia’s toughest challenges in government, defence, intelligence and border protection. We’re robust and ambitious, and we empower our people to do their best work. You’ll feel inspired by what you can achieve and will be supported by an inclusive and flexible culture that genuinely cares for your wellbeing. Together, we can be the difference.

As a Capability Manager based in Canberra, you will oversee the end-to-end delivery of IT Infrastructure, managing and maintaining Defence’s key IT services. You will lead two high performing teams, empowering operational administration, providing technical guidance, and driving service improvement initiatives for groups of technical SMEs. Your focus will be on delivering a customer-centric methodology to support and service request fulfillment, managing and improving ICT service delivery to meet and exceed customer expectations, and maintaining ICT support operational SLAs, policies, and procedures.

Key Responsibilities:

- Lead, develop, and enable a team of IT Professionals to deliver complex enterprise IT solutions to our customers.
- Ensure the end-to-end delivery of high-quality, reliable, efficient, and effective IT Services supporting our clients’ core business operations.
- Monitor and report on the performance of IT services against agreed SLAs, metrics, and KPIs.
- Manage vendor and customer relationships, including contract negotiations, financial tracking, and performance reviews to ensure service levels are met.
- Develop and manage relationships between internal IT groups and relevant business stakeholders to deliver continuous service improvement plans and drive efficiencies within IT Operations.
- Handle escalations and assist with major incidents to ensure appropriate technical management and customer engagement/communications are in place.
- Influence and negotiate with a broad group of stakeholders, managing various expectations and priorities.

About You: In addition to your educational background, you will have first-hand experience leading and mentoring a team of ICT professionals in a large enterprise environment. You are proactive with the ability to understand the business, identify issues, and develop relationships to achieve the company’s objectives.
**Qualifications**
**Experience**:

- Management experience working in large enterprise environments.
- Demonstrated experience with implementing Continual Service Improvement initiatives.
- Practical experience in Project Management following project management methodologies.
- ITIL v3/4 qualified.
- ITIL Service Life Cycle or Service Capability modules are highly desirable.
- Significant understanding of the interfaces between IT Support and the Systems Engineering Lifecycle.

**Skills**:

- Strong individual contributor and team player in a professional environment.
- Highly effective at managing multiple, concurrent activities while understanding and managing priorities, dependencies, and risks.
- Excellent communication (verbal and written) and interpersonal skills.
- Good initiative in developing and improving systems and procedures.
- Ability to independently develop and determine approaches to solutions in a practical and creative manner.
- Strong conceptual, analytical, and interpretive skills with a high level of attention to detail.
- Strong focus on customer service.

**_ Due to the nature of the role, the successful applicant must be an Australian Citizen and hold a current NV1 security clearance or have the ability to obtain one._**
**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.