Regional IT Service Delivery Manager

Leidos; Alice Springs; On-site; AUD 140,000 - 190,000; Full time

Job summary

Leidos is seeking a Regional Service Delivery Manager to lead Tier 2 hardware engineering service delivery in the Alice Springs area. The role requires managing a 24x7 operations team supporting mission-critical systems and coordinating with customers and stakeholders.

Ideal candidates have a TS/SCI clearance, a relevant degree, and 6+ years in technical team leadership and complex operations. This on-site leadership role emphasizes CSI and workforce development.

Qualifications

• Active TS/SCI with Polygraph clearance.
• Bachelor's or Master's degree with senior-level experience.
• 6+ years leading technical teams and operational support.
• Experience in 24x7 mission-critical environments.
• Ability to brief customers and leadership clearly.

Responsibilities

• Lead Tier 2 hardware engineering service delivery across multiple locations.
• Oversee 24x7 hardware support team for mission-critical systems.
• Manage maintenance team responsibilities and staffing.
• Communicate with customers, stakeholders and partners.
• Ensure policies and standards are documented and followed.
• Plan staffing to maintain uninterrupted support.
• Recruit, mentor, and develop a skilled workforce.
• Drive Continuous Service Improvement initiatives.
• Serve as escalation point for service inquiries and issues.
• Provide status updates and performance reports.

Skills

TS/SCI with Polygraph

24x7 Operations

Team Leadership

Education

Bachelor's degree

Master's degree

Job description

Description

The National Solutions Business Area at Leidos currently has an opening for a Regional Service Delivery Manager to support a client's mission in a challenging and dynamic environment located in the Alice Springs, Australia area. This position requires an active TS/SCI with Polygraph.

The Regional Service Delivery Manager is responsible for leading Tier 2 hardware engineering service delivery across multiple OCONUS customer locations, ensuring high-quality operational support while fostering collaboration, continuous improvement, and team development.

Primary Responsibilities

• Lead Tier 2 hardware engineering service delivery across multiple OCONUS customer locations.
• Oversee the Tier 2 hardware support team responsible for providing 24x7 operations and maintenance support for mission-critical systems.
• Manage all aspects of the maintenance team, including assigning work, defining responsibilities, and delegating appropriate levels of authority.
• Build and maintain strong communication and collaboration with customers, stakeholders, and other ecosystem service providers.
• Ensure maintenance policies, procedures, and operational standards are established, documented, and consistently followed.
• Plan, coordinate, and deconflict staffing requirements to ensure uninterrupted operational support.
• Recruit, develop, mentor, and retain a highly skilled workforce while strengthening technical capabilities across the team.
• Champion Continuous Service Improvement (CSI) initiatives to enhance operational efficiency, service quality, and customer satisfaction.
• Foster an inclusive, collaborative culture that values diverse perspectives and supports sustained organizational growth.
• Serve as the primary escalation point for customer service inquiries and operational issues.
• Analyze customer issues and coordinate appropriate corrective actions, including repair, replacement, or field service activities.
• Prepare and deliver status updates, operational briefings, and performance reports to customers and leadership as required.

Basic Qualifications

• Active TS/SCI with Polygraph security clearance.
• Bachelor's degree and 5+ years of relevant experience, Master's degree with 3+ years of relevant experience, or 8+ years equivalent work experience.
• 6+ years of experience leading or supervising technical teams, projects, or operational support organizations.
• Experience supporting operations in a 24x7 mission-critical environment.
• Demonstrated ability to solve complex technical and operational problems requiring creativity, sound judgment, and innovation.
• Experience leading teams with diverse technical skill sets.
• Experience managing hardware and software maintenance activities.
• Experience preparing and delivering briefings to customers, leadership, and other stakeholders.
• Excellent interpersonal, written, and verbal communication skills.
• Strong collaboration skills with the ability to work effectively with customers, teammates, subcontractors, and other partners.
• Ability to thrive in a fast-paced, customer-focused environment.

Preferred Qualifications

• Familiarity with site and customer processes
• Familiarity with national systems missions and concepts
• Continuous service improvement or process improvement experience

Original Posting

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

• Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.
• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

More details are available at www.leidos.com/careers/pay-benefits.

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.