ITSM Specialist - Service Level Manager

Leidos Australia; Canberra; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Diversity and Inclusion Advocacy Groups

Family Friendly workplace

Support for security clearances

Job summary

Leidos Australia is seeking a Service Level Manager to deliver services aligned to ITIL 4 within a SIAM shared-resource model. You will oversee service delivery, maintain governance participation, and foster stakeholder engagement.

This role requires 5+ years of ITSM experience and strong ITIL knowledge, with certifications preferred. You will work in a diverse, inclusive environment that values collaboration and innovation.

Qualifications

• 5+ years in ITSM or service governance within SIAM environments.
• Advanced ITIL certifications are desirable.
• Highly organized and proactive with a focus on automation.

Responsibilities

• Oversee service delivery against SLAs.
• Coordinate teams across SIAM governance forums.
• Partner with SMEs to enhance reporting and data quality.

Skills

ITSM governance experience

ITIL practices knowledge

Stakeholder engagement

ServiceNow reporting

Continuous improvement focus

Education

ITIL 4 Foundation certification

Job description

Overview

We’re a ‘Family Friendly’ certified workplace – we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them. Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here: https://www.leidos.com/company/global/australia/careers

Your New Role And Responsibilities

The Service Level Manager is responsible for delivering services aligned to ITIL 4 within a SIAM shared-resource model, providing cross-practice oversight and coordination of Service Level, Reporting, Service Catalogue, and Risk Management practices. The role supports governance forums, ensures alignment to customer policies, and drives continual improvement across service practices.

• Oversee day-to-day service delivery against SLAs, including ticket reviews, reporting, and governance participation
• Coordinate and represent teams across SIAM governance forums and facilitate internal practice meetings
• Maintain and embed Practice Execution Playbooks aligned to customer policies and operational workflows
• Partner with SMEs to enhance dashboards, reporting, tooling capability, and data quality
• Foster strong stakeholder engagement across technical teams, vendors, and customers within a multi-vendor SIAM environment

About You And What You\'ll Bring

• Demonstrated experience (5+ years) in ITSM or service governance within SIAM environments
• Strong knowledge across ITIL practices, with ITIL 4 Foundation certification (advanced certifications desirable)
• Skilled in stakeholder engagement, facilitation, and communication across complex environments
• Experience developing playbooks, SOPs, reporting, and ServiceNow dashboards
• Highly organised, proactive, and focused on continuous improvement, automation, and data quality

This role does require the successful applicant to be an Australian Citizen and be able to gain a Baseline level security clearance.

Diversity And Inclusion

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. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups.

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

• To apply for this role, follow the links or apply via our Careers page.
• Recruitment process - virtual / face to face interview & 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.
• We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team via [e-mail] if you’d like to discuss any additional support during your application or throughout the recruitment process.

Other Information

Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We provide guidance on security and compliance as part of our recruitment and employment processes.