Senior ITSM Specialist

Leidos LLC; North Canberra; On-site; AUD 110,000 - 140,000; Full time

Job summary

Leidos Australia seeks a Senior ITSM Specialist to deliver high‑quality, user‑focused IT services aligned to ITIL4. You will own end‑to‑end service management activities across knowledge, configuration, asset, and performance reporting, collaborating with cross‑functional teams.

You will bring ITIL4 Foundation, SIAM experience, and hands‑on ServiceNow to develop dashboards and governance artefacts while supporting security in government contexts.

Qualifications

• ITSM or Service Governance experience in ITIL/SIAM environments.
• ITIL4 Foundation certification and broad ITIL practice coordination.
• Ability to create, maintain procedures, playbooks and governance docs.
• Experience developing reporting, dashboards and KPI/SLA metrics.

Responsibilities

• Lead ITIL4 service management across SIAM for consistent application.
• Act as escalation point for customers and teams across practices.
• Develop, maintain playbooks, SOPs and governance procedures.
• Monitor SLA performance, prepare governance reporting and reviews.
• Drive continual improvement with SMEs and suppliers for dashboards.

Skills

ITIL4

SIAM

ServiceNow

KPI/SLA metrics

Governance documentation

Stakeholder engagement

Reporting

Education

ITIL4 Foundation certification

Tools

ServiceNow

Job 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.

• 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 Senior ITSM Specialist supports high‑quality, user‑focused IT services aligned to the ITIL4 framework. This role provides hands‑on delivery across core management practices including Knowledge Management, Measurement and Reporting, Service Configuration, and IT Asset Management, ensuring these practices are consistently performed to a high standard. Working across multiple ITIL practices, you will develop and maintain operational documentation, contribute to service maturity initiatives, and support performance and quality outcomes across IT services. You will take ownership of service management activities end‑to‑end, ensuring clarity, consistency, and effective governance while partnering closely with technical and operational teams.

Key Responsibilities

• Lead and deliver ITIL4 service management and general management practices, ensuring consistent application across the engagement.
• Act as an escalation point for customers and teams across SIAM and ITIL practices, including providing backfill support for the Service Governance Manager when required.
• Develop, maintain and govern playbooks, work instructions and operational procedures aligned to customer policies and service delivery requirements.
• Monitor SLA performance, conduct ticket quality reviews, prepare governance reporting, and represent teams at service governance forums.
• Drive continual improvement activities and collaborate with SMEs and suppliers to enhance dashboards, reporting and service management outcomes.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters. To be successful in this role, you will bring:

• Demonstrated experience in ITSM or Service Governance within an ITIL and SIAM environment, with a strong understanding of service management practices.
• ITIL®4 Foundation certification and experience coordinating across a broad range of ITIL practices.
• Proven ability to create and maintain procedures, playbooks, standard operating procedures and governance documentation.
• Experience developing reporting, service management dashboards, KPI/SLA metrics, and working with Enterprise Service Management tools such as "ServiceNow".
• Strong stakeholder engagement, communication and organisational skills, complemented by technical literacy and an understanding of asset and service management.

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

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 here.

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.

Company Overview

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 $17.2 billion for the fiscal year ended January 2, 2026. For more information, visit www.Leidos.com.

Commitment and Diversity

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.