Service Engagement Lead

• Were a Family Friendly certified workplace we understand the diverse roles our team members need to play within their own unique family setting and actively support them.

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Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts backed by our global experience and network of partners are working to solve the worlds toughest challenges in government intelligence defence aviation border protection and health markets.

Your New Role and Responsibilities

The Service Engagement Lead (SEL) plays a critical leadership role in ensuring the successful delivery of IT services to a key client. Acting as the single point of contact and voice of the company on-site the SEL oversees service performance drives continuous improvement and manages a team of Service Owners a CSI (Continual Service Improvement) Lead and Performance Management staff. This role ensures alignment between client expectations and service delivery outcomes fostering strong relationships and operational excellence.

Responsibilities

• Act as the primary on-site representative of CP building a trusted client relationship and serving as the escalation point for service-related issues to ensure timely resolution.

• Clearly communicate service performance risks and improvement initiatives to client stakeholders and lead service reviews and strategic planning for service evolution.

• Supervise and support Service Owners the CSI Lead and Performance Management team members through coaching feedback and development fostering a collaborative and accountable team culture focused on service excellence.

• Ensure services are delivered in line with agreed Performance Levels contractual obligations ITIL practices and Leidos policies while championing CSI initiatives and promoting innovation and proactive problem-solving across service domains.

• Monitor report and maintain accurate documentation on service performance identify trends and improvement areas and support audit and compliance activities as required.

What Youll Bring to Make An Impact

• Demonstrated experience in IT service delivery management within a client-facing environment with the ability to work independently on-site and represent the company professionally.

• Strong leadership and people management capabilities with a focus on team development and performance.

• In-depth knowledge of ITIL frameworks and service management principles.

• Excellent communication skills with proven ability in stakeholder engagement and conflict resolution.

• Skilled in managing performance measures and driving continual service improvement (CSI) initiatives.

Dont worry if you dont tick all the boxes if you meet most of them we encourage you to submit your application. Were most interested in your strengths what you want to learn and how far you want to go.

This role does require the successful applicant to be an Australian Citizen and bewilling to obtain and hold a NV-1 or greater security clearance.

Diverse Team Members Shared Values and a Common Purpose

Providing our customers with smarter solutions takes an incredible team with diversity of thought experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. Its about creating a workplace where everyone can do important work feels welcome valued and respected and has equal access to opportunities to thrive. Paul Chase Chief Executive Leidos Australia.

Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islanders culturally and linguistically diverse people people with disabilities veterans neurodiverse people and people of all genders sexualities and age groups.

Our five Advocacy Groups (Women and Allies NetworkYoung Professionals Defence & Emergency Services Action for Accessibility and Abilities and Pride) provide an opportunity for team members to connect and collaborate on shared interests and work to support and celebrate our diverse community.

Next Steps

• To apply for this role follow the links or apply via our Careers page.

• Recruitment process interviews and background checks.

• Applicants may also need to meet International Traffic in Arms Regulations (ITAR) certain circumstances this can place limitations on persons who hold dual nationality permanent residency or are former nationals of certain countries as per ITAR 126.1.

• We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team if youd like to discuss any additional support during your application or throughout the recruitment process.

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

Original Posting:

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.