Senior Service Delivery Leader - Mission-Critical Ops

Leidos Australia; Melbourne; On-site; AUD 246,000 - 307,000; Full time

Benefits offered by this job

Life Days (up to 12 extra days off/yr)

Headspace & MeQuilibrium access

120,000+ on-demand courses

Flexible work options

Job summary

Leidos Australia is seeking an experienced service delivery leader to own the health, reliability and operational performance of complex production and non-production environments. You will manage a large, multidisciplinary team across service operations and the support desk, driving governance and continual improvement across the lifecycle.

You will provide strategic guidance to program leaders, translate technical risk into actionable plans, and collaborate with executive stakeholders to

Qualifications

• Extensive experience leading service delivery or IT service management within complex, high-availability or mission-critical environments.
• Advanced knowledge of IT service management practices across incident, major incident, problem, change, release, configuration, availability, capacity, continuity and service-level management.
• Demonstrated experience shaping service strategy, governance, operating standards and improvement roadmaps that deliver measurable operational outcomes.
• Capability in resolving complex, cross-domain service issues by combining technical evidence, systems thinking, customer impact, operational risk and commercial considerations.
• Broad technical knowledge across enterprise infrastructure, applications, integrations, monitoring and operational support models.
• Experience establishing meaningful service measures and using performance data, trends and operational insights to guide decisions and improvements.
• Executive-level communication and influencing capability, including presenting complex risks, trade-offs and recommendations to senior customer and internal stakeholders.
• Experience leading through influence, coaching experienced practitioners and improving service-management capability across multidisciplinary teams.
• Customer and commercial awareness, sound organisational judgement and the ability to manage competing priorities in a dynamic delivery environment.
• High-quality written communication skills, including preparing concise governance papers, service reports, decision briefs and improvement plans.

Responsibilities

• Own the end-to-end health, reliability and operational performance of complex production environments, ensuring service levels and customer outcomes are met.
• Lead a multidisciplinary team of 50+ technical professionals across service operations and the support desk.
• Shape the service strategy, governance framework and continual improvement roadmap using data, automation and observability.
• Provide authoritative advice to program leaders and senior stakeholders, translating technical conditions into clear decisions and actions.

Skills

Service delivery leadership

IT service management

High-availability environments

Executive stakeholder communication

Cross-domain issue resolution

Operational governance

Performance measurement

Team leadership

Education

Related IT/Engineering degree or equivalent

Job description

Leidos Australia is seeking an experienced service delivery leader to own the health, reliability and operational performance of complex production and non-production environments. You will manage a large, multidisciplinary team across service operations and the support desk, driving governance and continual improvement across the lifecycle.

You will provide strategic guidance to program leaders, translate technical risk into actionable plans, and collaborate with executive stakeholders to