Continual Service Improvement Lead (ITSM)

Leidos; Canberra; On-site; AUD 120,000 - 160,000; Full time

Job summary

Leidos Australia is seeking a Service Continuity Manager to lead the Continual Service Improvement function across the service environment. You will drive improvements in service quality, performance, customer experience and governance, coordinating with delivery teams, customers and suppliers to realise measurable benefits.

What you bring: seven+ years in CSI/ITSM or governance, strong ITIL knowledge, stakeholder engagement, and experience in Defence or regulated contexts.

Qualifications

• 7+ years in CSI, ITSM, or governance roles.
• Strong ITIL service management knowledge and metrics analysis.
• Proven ability to lead workshops and present to executives.
• Experience in Defence or regulated environments preferred.
• Bachelor's degree; ITIL/PRINCE2/Lean Six Sigma or Agile certifications highly regarded.

Responsibilities

• Lead and govern the CSI framework, policies, processes, and improvement roadmap.
• Drive service management maturity across Incident, Problem, Change, Release, Configuration, Availability, Capacity, Knowledge, and Service Continuity.
• Oversee governance, assurance, and reporting aligned to customer and contractual outcomes.
• Partner with customers, stakeholders, delivery teams, and suppliers to identify opportunities and realise measurable benefits.
• Provide leadership to CSI and Service Owner teams, fostering collaboration and continuous improvement.

Skills

CSI leadership

ITIL knowledge

Stakeholder management

Workshop facilitation

Governance & reporting

Security clearance (NV1)

Education

Bachelor's degree in IT/Business/PM/Engineering

Tools

ITIL 4

PRINCE2

Lean Six Sigma

Agile / SCRUM

Job description

Leidos Australia is seeking a Service Continuity Manager to lead the Continual Service Improvement function across the service environment. You will drive improvements in service quality, performance, customer experience and governance, coordinating with delivery teams, customers and suppliers to realise measurable benefits.

What you bring: seven+ years in CSI/ITSM or governance, strong ITIL knowledge, stakeholder engagement, and experience in Defence or regulated contexts.