Senior ITSM Service Continuity & CSI Leader

00160 Leidos Australia Pty Ltd.; Melbourne; On-site; AUD 130,000 - 180,000; Full time

Job summary

Leidos Australia seeks a Service Continuity Manager to lead Continual Service Improvement across the service environment. You will drive improvements to service quality, governance effectiveness and maturity, working with delivery teams, customers and suppliers to ensure measurable business benefits.

You will promote a culture of continual improvement, align outcomes with contractual commitments and develop CSI roadmaps with senior stakeholders.

Qualifications

• Seven years' experience leading Continual Service Improvement programs within ITSM, Service Delivery, Operational Excellence, Governance, or Project Management.
• Strong knowledge of ITIL service management practices and ability to analyse metrics and drive change across teams.
• Proven ability to build trusted relationships, facilitate workshops and present insights to senior stakeholders.
• Experience in Defence, Federal Government or other regulated environments desirable.
• Bachelor's degree in Information Technology, Business Management, Project Management, Engineering, or related discipline. Certifications such as ITIL 4 MP/SL, Lean Six Sigma, PRINCE2 Practitioner, Agile Practitioner, or Scrum are highly regarded.

Responsibilities

• Lead and govern the CSI framework, including policies, processes, standards, reporting, CSI Register and roadmap.
• Drive service management maturity and process optimisation across Incident, Problem, Change, Release, Configuration, Availability, Capacity, Knowledge, and Service Continuity.
• Oversee governance, assurance and reporting activities, ensuring improvements are prioritized and resourced.
• 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 accountability.

Skills

CSI leadership

ITIL v4

Stakeholder management

Data analysis

Workshop facilitation

Education

Bachelor's degree in IT or related

Job description

Leidos Australia seeks a Service Continuity Manager to lead Continual Service Improvement across the service environment. You will drive improvements to service quality, governance effectiveness and maturity, working with delivery teams, customers and suppliers to ensure measurable business benefits.

You will promote a culture of continual improvement, align outcomes with contractual commitments and develop CSI roadmaps with senior stakeholders.