ITSM Service Continuity Manager

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

Description

About Leidos Australia

At Leidos Australia, our work goes beyond a job title. We design, build, operate and support the systems, services and capabilities that help protect and advance the Australian way of life.

Backed by a global organisation of more than 40,000 people, our Australian team of around 2,000 has partnered with government, defence and national security customers for more than 30 years. We deliver mission-critical solutions where reliability, trust and purpose matter.

Leidos is a destination for people who want their work to have purpose, their contribution to be recognised, and their career to grow without needing to fit a single mould. Meaningful work is supported by benefits, flexibility and career pathways that help you grow while balancing life outside work. This includes:

• Flex Your Way – Tailor work to your life with options including Life Days (up to 12 extra days off per year), part‑time arrangements, job sharing, and compressed hours.
• Wellbeing That Matters – Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.
• Learn Without Limits – Access over 120,000 on‑demand courses, alongside technical, project management, leadership, and professional development opportunities.
• Work That Makes an Impact – Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.
• Build Your Future – Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.
• And Much More – These are just a few of the ways we invest in our people and help them thrive.

About the Team

You’ll join a team where people work with integrity, inclusion, innovation, agility, collaboration and commitment. In practice, that means sharing ownership, solving complex problems together and staying connected to the customer context, the purpose behind the work and how each role contributes to meaningful outcomes.

We deliver secure, resilient and innovative technology services that enable Defence enterprise and warfighting capabilities across multiple classified domains and networks. We provide world‑class ICT operations and agile digital modernisation using advanced analytics, automation, hybrid cloud, DevSecOps, Infrastructure as Code, cybersecurity and AI to optimise highly complex, mission‑critical environments.

The Opportunity

The Service Continuity Manager is responsible for leading the Continual Service Improvement (CSI) function across the service environment. This role drives improvements to service quality, operational performance, customer experience, governance effectiveness, and service management maturity. Working closely with service delivery teams, technical specialists, customers, and suppliers, you will establish and govern service improvement frameworks, coordinate improvement initiatives, and ensure measurable business benefits are achieved. The role also promotes a culture of continual improvement, aligning service outcomes with customer objectives and contractual commitments.

Key responsibilities include:

• Lead and govern the Continual Service Improvement (CSI) framework, including policies, processes, standards, reporting, the CSI Register, and improvement roadmap.
• Drive service management maturity and process optimisation across Incident, Problem, Change, Release, Configuration, Availability, Capacity, Knowledge, and Service Continuity practices.
• Oversee governance, assurance, and reporting activities, ensuring improvement initiatives are prioritised, resourced, tracked, and aligned to customer and contractual outcomes.
• Partner with customers, stakeholders, delivery teams, and suppliers to identify improvement opportunities, facilitate workshops, and realise measurable service and business benefits.
• Provide leadership and direction to CSI and Service Owner teams, fostering collaboration, capability development, accountability, and a culture of continuous improvement.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

• Demonstrated experience leading Continual Service Improvement programs within IT Service Management, Service Delivery, Operational Excellence, Governance, or Project Management environments, with a minimum of seven years' relevant experience.
• Strong knowledge of ITIL service management practices, with experience analysing service performance metrics, operational data, and driving organisational change across multiple teams.
• Proven ability to build trusted stakeholder relationships, facilitate workshops, and present insights, recommendations, and outcomes to senior and executive stakeholders.
• Experience within Defence, Federal Government, or other highly regulated environments, with knowledge of service management governance frameworks and operational resilience practices desirable.
• Bachelor's degree in Information Technology, Business Management, Project Management, Engineering, or a related discipline. Certifications such as ITIL 4 Managing Professional or Strategic Leader, Lean Six Sigma, PRINCE2 Practitioner, Agile Practitioner, or Scrum are highly regarded.

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain, NV1 security clearance.

What to Expect When You Apply

Our hiring process is designed to be straightforward, respectful and easy to navigate. If your skills, experience and qualifications look aligned with the role, our Talent Acquisition team will contact you to discuss the next stage. You can expect:

• An initial conversation with our Talent Acquisition team
• An interview with the hiring manager or interview panel

We’ll let you know what to expect before each stage, including who you’ll meet and how to prepare. If you need any adjustments or support during the process, please let us know.

If you have any questions about the role or recruitment process, please contact [e-mail].

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.