Service Engagement Lead

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.

Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here

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

The Service Engagement Lead (SEL) plays a critical leadership role in ensuring the successful delivery of IT services to a key client. Acting as the single point of contact and voice of the company on-site, the SEL oversees service performance, drives continuous improvement, and manages a team of Service Owners, a CSI (Continual Service Improvement) Lead, and Performance Management staff. This role ensures alignment between client expectations and service delivery outcomes, fostering strong relationships and operational excellence.

Responsibilities

• Act as the primary on-site representative of CP, building a trusted client relationship and serving as the escalation point for service-related issues to ensure timely resolution.
• Clearly communicate service performance, risks, and improvement initiatives to client stakeholders, and lead service reviews and strategic planning for service evolution.
• Supervise and support Service Owners, the CSI Lead, and Performance Management team members through coaching, feedback, and development, fostering a collaborative and accountable team culture focused on service excellence.
• Ensure services are delivered in line with agreed Performance Levels, contractual obligations, ITIL practices, and Leidos policies, while championing CSI initiatives and promoting innovation and proactive problem-solving across service domains.
• Monitor, report, and maintain accurate documentation on service performance, identify trends and improvement areas, and support audit and compliance activities as required.

What You'll Bring to Make An Impact

• Demonstrated experience in IT service delivery management within a client-facing environment, with the ability to work independently on-site and represent the company professionally.
• Strong leadership and people management capabilities, with a focus on team development and performance.
• In-depth knowledge of ITIL frameworks and service management principles.
• Excellent communication skills, with proven ability in stakeholder engagement and conflict resolution.
• Skilled in managing performance measures and driving continual service improvement (CSI) initiatives.

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.

This role does require the successful applicant to be an Australian Citizen and be willing to obtain 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.

Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We welcome and encourage 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 an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

Next Steps

• To apply for this role, follow the links or apply via our Careers page.
• 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.
• We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team if you'd like to discuss any additional support during your application or throughout the recruitment process.

At Leidos, we don't want someone who "fits the mold"—we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2… good. You'll fit right in.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.