Service Operations Lead

Leidos LLC; Canberra; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Life Days

Wellbeing resources

Learning Platform

Impactful projects

Career development

Job summary

Leidos Australia is seeking a Service Operations Lead to steer the strategic direction, health and continual improvement of ICT services across their lifecycle. You will act as the process owner, ensuring alignment with customer needs, commercial objectives and industry best practice while delivering measurable value.

You will influence teams, suppliers and stakeholders to sustain resilient, customer-focused services.

Qualifications

• Experience in ICT service delivery management within complex environments.
• Strong knowledge of ITIL processes and ISO20000-aligned practices.
• Proven ability to develop strategies, roadmaps and governance.

Responsibilities

• Own and manage the lifecycle of multiple ICT services.
• Collaborate with stakeholders to align services with requirements and commercial goals.
• Monitor performance, risks and opportunities; report insights to leadership.
• Lead service assurance, change enablement and adoption of new capabilities.
• Coordinate with cross-functional teams to deliver integrated service outcomes.

Skills

ICT Service Delivery

Service Ownership

ITIL practices

Education

Bachelor's degree in IT or related

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 Service Operations Lead is accountable for the strategic direction, health, performance, and continual improvement of multiple ICT services throughout their lifecycle. Acting as the process owner, you will ensure services remain aligned with customer requirements, commercial objectives, operational demands, and industry best practice while delivering measurable business value. Working across a complex enterprise environment, you will collaborate closely with Service Management, Chief Technology, Solution Architecture, and Service & Technology Operations teams to shape, integrate, and sustain Leidos’ as‑a‑service offerings. You will provide strategic oversight of service performance, customer experience, operational risk, service evolution, and value realisation, while ensuring service management practices are embedded and effective. As a trusted advisor and customer advocate, you will influence delivery teams, suppliers, and stakeholders to continually enhance service outcomes, ensuring services remain resilient, commercially viable, customer‑focused, and operationally sustainable.

Key Responsibilities

• Act as the process owner and customer advocate, maintaining strong stakeholder relationships and ensuring customer outcomes are represented throughout the service lifecycle.
• Develop and maintain service strategies, roadmaps, governance activities, and continual improvement initiatives that support organisational and customer objectives.
• Monitor, analyse, and report on service performance, performance measures, risks, trends, and opportunities, providing clear insights and recommendations to senior stakeholders.
• Lead service assurance, review, and change enablement activities to support service quality, compliance, operational effectiveness, and successful adoption of new capabilities.
• Collaborate across technical, operational, architecture, product, and supplier teams to drive integrated service outcomes, innovation, and value realisation.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

This role requires the successful applicant to be an Australian citizen and hold a NV‑1 security clearance.

Skills & Experience

• Demonstrated experience in ICT Service Delivery Management, Service Ownership, Service Operations, or similar service management roles within complex enterprise environments.
• Strong expertise in ITIL-based service management practices, including Incident, Problem, Change, Release, and Continual Service Improvement disciplines, with knowledge of ICT service management standards and ISO20000‑aligned practices.
• Proven ability to develop service strategies, lifecycle roadmaps, governance frameworks, business plans, and executive reporting while managing operational, commercial, and service delivery risks.
• Excellent stakeholder engagement, consultancy, communication, and influencing skills, with experience working across matrix organisations, customers, vendors, and senior leadership teams.
• Tertiary qualifications in Information Technology, Computer Science, Business Management, or a related discipline are desirable.
• Experience supporting government, defence, or large‑scale managed service environments is advantageous.

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.