Service Delivery Officer

**Description**
- **Life Days** are the Leidos way of recognising that we all need extra time to take care of life. By working slightly more than the minimum weekly hours (2 hours per week for full-timers), you can accrue up to **12 days of leave** per year.
- Due to the nature of the role, **you must be an Australian Citizen and hold an active NV-1** AGSVA security clearance.

**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 Delivery Officer supports core ITSM functions within a small team led by the Service Delivery Manager. Key responsibilities include contributing to Service Management, Incident, Problem, Change, Knowledge Management, CSI, and Quality Assurance.

The role involves:

- Acting as a first point of contact for customer queries and service requests.
- Supporting continuous improvement across systems and environments.
- Collaborating with internal tech teams to meet operational needs.
- Building strong stakeholder relationships to enable effective issue resolution.
- Coordinating internal and external teams to ensure timely service delivery.
- Managing escalations and providing regular updates and performance reporting.

**What You'll Bring to Make an Impact**
- Strong customer service focus with the ability to empathise and prioritise effectively.
- Excellent problem-solving skills, with the ability to lead continuous improvement efforts.
- Knowledge of Service Delivery and IT Service Management functions, including Incident, Problem, Change, Knowledge Management, CSI, and Quality Assurance practices.
- Ability to work collaboratively within a team or independently in a professional setting, and assist in conflict resolution.
- Proven experience in delivering quality client service, maintaining productive internal and external relationships, and familiarity with ITIL V3 or V4 Certification and Service Management tools.

**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._

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**
- Recruitment process - 1 virtual interview and/or 1 face-to-face & 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.

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 2good. You'll fit right in.

**Original Posting**:
**Pay Range**:
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.