Service Operations Lead

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

Benefits offered by this job

Flexibility options

Wellbeing programs

Learning opportunities

Career growth

Job summary

Leidos Australia seeks a Service Operations Lead to steer strategic direction, health and continual improvement of multiple ICT services. You will own processes, align with customer requirements, and drive value while collaborating with service management, architecture, and operations teams to deliver secure, resilient, and scalable services.

You will influence delivery and suppliers, ensure operational viability, and embed best practices to sustain performance in a complex enterprise

Qualifications

• Experience in ICT Service Delivery Management or similar roles in complex enterprises.
• Strong ITIL-based service management knowledge including Incident, Problem, Change and Release.
• Ability to develop strategies, roadmaps, governance and executive reporting.

Responsibilities

• Act as process owner and customer advocate across service lifecycle.
• Develop service strategies, roadmaps and governance activities.
• Monitor and report service performance, risks and trends to senior stakeholders.
• Lead service assurance, change enablement and adoption of new capabilities.
• Collaborate with cross-functional teams to drive integrated outcomes.

Skills

ICT Service Delivery

ITIL processes

Stakeholder engagement

Change management

ISO20000 aware

Education

Degree in IT/CS or related

Job description

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. This includes:

• 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.

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.

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

We value different experiences and are interested in the capability and potential you could bring.

If you’re looking for comfort, keep scrolling.

What to Expect When You Apply

Our hiring process is designed to be straightforward, respectful and easy to navigate. If your skills, experience and qualifications look aligned with the role, our Talent Acquisition team will contact you to discuss the next stage. You can expect:

• An initial conversation with our Talent Acquisition team
• An interview with the hiring manager or interview panel

We’ll let you know what to expect before each stage, including who you’ll meet and how to prepare. If you need any adjustments or support during the process, please let us know.

Ready to explore what’s possible?

If this sounds like a role where you can make an impact and continue to grow, we’d like to hear from you. If you have any questions about the role or recruitment process, please contact **********@au.leidos.com.

If you’re looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We’re not hiring followers. We’re recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We’re already at step 30 — and moving faster than anyone else dares.

Pay Range

The Leidos pay range for this job level is a general guideline onlyand 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.