Head of Service

Company Description
**About Us**

Leidos is a Fortune 500 with a mission to make the world safer, healthier and more efficient through information technology, engineering and science. We’re a complex systems integration company building world-class solutions across government and defence to help safeguard the nation. With over 20 years’ local experience and the backing of a 32,000 people global network, we’re trusted by our customers to deliver the most innovative solutions to their most complex challenges.

Leidos has a long history of pioneering work and solutions-based customer service dating back to 1969. Over the past half-century, Leidos has worked in some of the most advanced areas of science and technology to meet our customers’ critical priorities. Today, Leidos is one of the leading solutions providers for technically challenging problems of national and global importance.

Every person at Leidos plays an important and valued role in providing practical solutions for our customers. We’re open-minded, ambitious and committed to enabling our people to do their best work; to be inspired by what they can achieve and the impact they can have.

We invest in our people and promote internally, so if you’re seeking growth and/or a varied career path then you have come to the right place.

**Job Description**:
An exciting and challenging opportunity has arisen for a Head of Service Delivery to manage our services and obligations to Defence’s Chief Information Officer Group (CIOG) as part of the Centralised Processing Ongoing Support and Project Services teams. Reporting to the Vice President IT Services, this role includes overall responsibility for ITSM support of services, as well as leadership of a team of service owners.

You will be working in one of Australia’s largest and most complex IT environments, delivering solutions and integrating state-of-the-art commercial technologies, and will be accountable for dealing with any issues which arise, including all escalation processes and operational procedures. As part of the on-going services team, your role will naturally be customer focused. However it will also require a diverse set of skills and managed services experience in order to be successful.

You will need to ensure operational teams have a clear understanding of requirements; build and maintain strong relationships internally and with the customer, provide day-to-day advice, support and reporting; ensure service quality and delivery standards; identify service needs, plan the service delivery and proactively support efficiencies where possible.

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

- Collaborate with the client, customers, engineers, operations and other stakeholders to come up with solutions, taking a lead on designing permanent solutions, interim solutions and transitioning from project to operations;
- Oversee the service to customers to ensure effective service delivery and service levels are met for timely response and quality resolution of problems;
- Assess customers' risks and needs, recommend appropriate service offerings, and develop relevant action plans;
- Prepare monthly managed services reporting for both client-facing communications as well as internal process improvement activities, and work with the client and internal stakeholders to identify and undertake improvement activities;
- Conduct and attend (or manage delegation as appropriate) client governance meetings, innovation workshops and business continuity rehearsals;
- Monitoring contract obligations to ensure compliance with roles and responsibilities, manage disengagements and achieve high customer satisfaction and trust;
- Constantly monitor and document recommendations formally via service delivery plan including SLAs.

**Qualifications**:
**About you and what you'll bring**

Your experience in the Federal Government or Private Sector will be equally valued. You will thrive in working with the customer in a client facing role, continually driving improvement and exceeding expectations in the delivery of IT services. Your outstanding relationship skills are underpinned by your ability to listen, empathise, synthesize complex information and provide a high level of comfort and assurance to your customer, as a trusted advisor. You are passionate about your field; this is reflected in your knowledge of industry best practice.
- You will be ITIL certified with first-hand experience working with and improving process and driving service transformation;
- Strong collaboration skills to achieve results through others and the ability to establish credibility with customers. Strong stakeholder engagement skills are a must;
- Must have good knowledge with functional and technical processes and disciplines and have the ability to positively contribute towards processes as well as service delivery processes;
- Hands on technical experience in an Engineering / Operational capacity as well as financial