Capability Manager End User Support

Company Description

Every person at Leidos plays an important and valued role bringing science, engineering and technology together to produce practical solutions for our customers' most complex problems. It's how we help to make the world safer, healthier and more efficient - work that matters and a mission, like those of our customers, we are passionate about. 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.

Here in Australia, we're agile and growing fast. Our 1,800 employees are busy building an enviable reputation for innovation and delivery. And, as part of a US-based organisation with 37,000 people and a 50 year history, we are able to draw upon world-leading technical expertise to help us provide the best solutions to our customers.

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

**Job Description**:
**About your new role**

Canberra based, your role will oversee the end-to-end delivery of End User Support solutions, managing and maintaining Defence's key IT services. You will be responsible for leading a growing team of 12 and empowering operational administration, technical guidance and service improvement initiatives to groups of technical SMEs along with the broader engineering teams.

In working with the above, you will deliver a customer-centric methodology. Supporting a growing team managing and improving ICT service delivery to meet and exceed customer expectations, maintain ICT support operational SLAs, policies and procedures and resourcing and deliverable demand surge within the teams.

**Key Responsibilities**

Perform the following functions as individual assignments or as part of a team:

- Lead, develop and enable a team of IT Professionals to deliver complex enterprise IT solutions to our customers
- 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 delivered through agreed SLA's, metrics and KPIs
- Manage vendor and customer relationships and review of overall performance metrics to ensure our contract service levels are met
- Develop and manage the relationship between internal IT groups and relevant business stakeholders to deliver continuous service improvement plans whilst driving efficiencies within IT Operations
- Manage escalations and assist with major incidents to ensure appropriate technical management and customer engagement / communications are in place
- Influence and negotiate a broad group of stakeholders and manage various expectations and priorities.

**Qualifications**:
**Experience**

Coupled with your education and practical experience, you will demonstrate a pro-active approach with the ability to understand the business, identify issues and develop relationships to achieve the company's objectives. You will also have:

- Prior Team Management and mentoring 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 highly desirable

**Skills**
- Strong individual contributor and team player in a professional environment
- Highly effective in managing multiple, concurrent activities, while understanding and managing priorities, dependencies and risk.
- Strong stakeholder management.
- 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 high level of attention to details

Additional Information
- This role does require the successful applicant to be an Australian Citizen and hold a current NV-1 security clearance. Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. This can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain proscribed countries._

At Leidos you'll enjoy 12 weeks paid parental leave as a primary carer, flexible work practices including Rostered Days Off, discounted health insurance, novated leasing and more. We have a strong track record of internal promotion and career transitions.