Description:
Description
We’re a ‘Family Friendly’ certified workplace – we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.
Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here https://www.leidos.com/company/global/australia/careers
Do Work That Matters
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 world’s toughest challenges in government, intelligence, defence, aviation, border protection and health markets.
Your New Role and Responsibilities
The Service Delivery Officer plays a key role in supporting various functions within the Deployed ICT Sustainment Team, ensuring the delivery of high-quality Cyber Security Services to Defence end users. This role involves collaborating with both internal and external stakeholders to ensure seamless service delivery. The officer works within a small team, led by the Service Delivery Manager and reporting to the Operations Manager, contributing to ITSM streams such as Service Management, Incident, Problem, Change, Knowledge Management, Continuous Service Improvement (CSI), and Quality Assurance.
The Service Delivery Officer is responsible for ensuring SHI compliance in line with contractual obligations, working closely with the team to improve efficiencies and effectiveness across processes and procedures. They also support continuous improvement initiatives and, alongside the Service Delivery Manager, may act as the first point of contact for customer queries and requests. Given the nature of the role, a key focus is working across multiple environments and systems to support the achievement of service delivery outcomes.
- Collaborate with internal technology teams to ensure optimal support for operational requirements.
- Foster strong relationships with key stakeholders to promote collaboration, information exchange, and effective issue resolution.
- Coordinate efforts of internal and external teams to ensure services are delivered efficiently and on time.
- Address roadblocks in real-time, using negotiation and soft skills to maintain customer satisfaction.
- Serve as the point of contact for incident, problem, change, and service request escalations, providing regular updates and performance reports.
What You’ll Bring to Make An Impact
- Strong customer service focus with the ability to empathise and prioritise effectively.
- Excellent problem-solving skills, with the ability to lead continuous improvement efforts.
- Knowledge of Service Delivery and IT Service Management functions, including Incident, Problem, Change, Knowledge Management, CSI, and Quality Assurance practices.
- Ability to work collaboratively within a team or independently in a professional setting, and assist in conflict resolution.
- Proven experience in delivering quality client service, maintaining productive internal and external relationships, and familiarity with ITIL V3 or V4 Certification and Service Management tools.
Don’t worry if you don’t tick all the boxes – if you meet most of them, we encourage you to submit your application. We’re 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 be willing 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. It's 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 Network, Young 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 - virtual / face to face interview, a psychometric test & background checks.
- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In 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 [emailprotected] if you’d like to discuss any additional support during your application or throughout the recruitment process.
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.