ITSM Lead - Asset and Configuration Upgrade Program

We’re a large scale complex systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 32,000 people global network, we’re growing fast.

The first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions for the most complex and high risk challenges.

At Leidos, we’ve built our business on the ability to redefine possible and the same applies to your career. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility. We look forward to welcoming you

Primary Duties and Responsibilities:

• Own ITSM processes across the day-to-day operations
• Define, design, and implement processes and procedures based on industry standard Information Technology Infrastructure Library (ITIL) V3 and V4 
• Develop and maintain a roadmap that drives implementation and continuous improvement throughout ITSM
• Ensure the successful delivery of ITSM processes, performance metrics and governance.
• Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement and governance of the lifecycle of IT Service Management
• Develop and implement an overall IT Service Management training strategy and plan.
• Drive root cause analysis and corrective action completion; help eliminate disruption of services and improve day-to-day operations using validated problem solving practices
• Responsible for driving maturity across the Configuration Management processes, including Software and Hardware Asset Management
• Responsible for maturing the existing ITSM practice and support staff, including training, mentoring and supporting capability uplift.
• Work closely with technical support, architecture, customer stakeholders and the wider business stakeholders to successful execute ITSM objectives

Required Qualifications:

• 10+ years of relevant ITIL service management experience
• 10+ years in leadership roles within ITSM 
• Able to clearly articulate understanding of all ITSM functions
• Proven experience in delivering ITSM process maturity
• Desired previous experience in complex outsourcing contracts

Preferred Qualifications:

• Experience utilizing Service Management tools preferably ServiceNow
• Technical experience working with the Configuration Management database(CMDB)

Education/Certification/License:

• Bachelor degree or equivalent work experience
• ITIL V3 or V4 foundations or higher

Attributes – About you

You are methodical and you demonstrate exquisite attention to detail in your approach to solving problems and delivering work products.

You will always do the right thing, not necessarily the easy thing. You take accountability for outcomes, and you are generous in your actions and outputs. You tackle problems with independent and critical thought and you never stop caring about the work products you create. If you build it, you help support it. If you break it you help fix it.

You work well in an environment where you can be proactive and pick up and work on whatever tasks need to be completed to fulfil the goals of the team and the projects to which you are assigned. You are self-directed and don’t tend to wait for management direction if you can see what needs to be done. You take end-to-end ownership of an outcome and follow up with everyone who needs to be involved in creating that outcome.