Service Owner

**Company Description**
Leidos is a Fortune 500 Technology, Engineering, and Science Solutions and Services leader. Leidos' 47,000 global employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023.

Leidos Australia has been a trusted partner to the Australian Government, including the Department of Defence, for more than 25 years, having delivered some of the most complex software and systems integration projects in Australia. With a local workforce of around 2,000, of which 85% hold a government security clearance, we have one of the largest security-cleared workforces in Australia. Our team is also backed by Leidos' global expertise, experience and capabilities.

We are seeking a dynamic and motivated Service Owner to lead in one of our largest Defence accounts, overseeing both traditional business functions and Hybrid Cloud managed services. In this senior role, you will be responsible for the end-to-end delivery, development, and management of Services, continually improving quality across multiple products and channels.

You will be the primary point to engage with service consumers, business owners, and related stakeholders, ensuring adherence to business processes and governance, while serving as an escalation point for delivery teams. The role specialises in managing communications for service launches and maintenance, ensuring compliance with change control and risk requirements, and collaborating closely with internal teams.

The Service Owner will create a service lifecycle roadmap aligned with both customer and business objectives, ensuring services are effectively integrated into the Configuration Management Database (CMDB) and documented accordingly. You will also track and manage service performance, improvements, and enhancements, collaborating with delivery teams to ensure services meet evolving customer needs.
- Address customer complaints and concerns promptly to maintain strong relationships.
- Identify and manage service delivery and security risks, ensuring effective mitigation.
- Lead a Continuous Improvement program, measuring and reporting on service outcomes.
- Audit services to meet company standards and productivity goals.
- Ensure successful execution of service changes and new service introductions.
- Communicate key updates to clients on service delivery, performance, risks, and issues.
- Coordinate post-reviews for Change, Incident, and Problem management for your services.
- Contribute to the development of KPIs and Service Level Metrics for service health.
- Generate and review reports to identify opportunities for service improvement.
- Represent service delivery in internal and external governance forums.
- Advocate for the customer in internal service review meetings.
- Influence the supply chain and collaborate on service changes, product development, and value delivery.
- Participate in negotiating SLAs and OLAs for the service.
- Maintain knowledge of customer operations, stakeholders, commercial obligations, and ICT industry best practices.

While the service owner is not a day-to-day lead role, you will be working with key strategic and delivery management groups advising on service strategy and service design. Playing a substantial integration role across Service Management, Chief Technology, Solution Architecture and Service and Technology Operations to shape and lead Leidos 'as-a-service' solutions and service delivery.

A sample of metrics you will be expected to track and report on for your services include:

- Time to provision new capability/version of capability
- Performance to SLAs
- Total Cost of Ownership
- Cost per use for all relevant versions of the service
- Benchmark to industry
- Current Risk profile against plan, including resiliency assessment and security vulnerability
- Case metrics
- End User experience metrics for multiple types of Users

**Qualifications**
This role will require you to develop and manage client and stakeholder relationships, facilitate open communication and dissemination of information, as well as providing both ad hoc oral and executive style written communications. Must have proven experience in Service Delivery Management role or equivalent.
- Experience in ICT Service Delivery Management or similar roles.
- Skilled in creating business plans and roadmaps for new products and services.
- Proven ability to advocate for IT Service Management processes within the organization.
- Experience presenting and aligning service offerings to customer business requirements.
- Strong leadership skills in a matrix-based organization structure.
- Expertise in solving complex problems with creativity and resourcefulness.
- Exceptional analytical skills and attention to detail.
- Able to work independently and within a team environment.
- Superior consultancy skills for top management i