ITSM Service Continuity Manager

ITSM Service Continuity Manager

Location

Canberra, Australia

Category: Business Process

Schedule (FT/PT): Full Time

Travel Required: Yes, 10% of the time

Shift: Day

Remote Type: No Remote

Clearance: AU - NV-1

External Referral Program: Ineligible

Sector: AU

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. 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 Continuity Manager is responsible for leading the Continual Service Improvement (CSI) function across the service environment. This role drives improvements to service quality, operational performance, customer experience, governance effectiveness, and service management maturity. Working closely with service delivery teams, technical specialists, customers, and suppliers, you will establish and govern service improvement frameworks, coordinate improvement initiatives, and ensure measurable business benefits are achieved. The role also promotes a culture of continual improvement, aligning service outcomes with customer objectives and contractual commitments.

Key responsibilities include:

• Lead and govern the Continual Service Improvement (CSI) framework, including policies, processes, standards, reporting, the CSI Register, and improvement roadmap.
• Drive service management maturity and process optimisation across Incident, Problem, Change, Release, Configuration, Availability, Capacity, Knowledge, and Service Continuity practices.
• Oversee governance, assurance, and reporting activities, ensuring improvement initiatives are prioritised, resourced, tracked, and aligned to customer and contractual outcomes.
• Partner with customers, stakeholders, delivery teams, and suppliers to identify improvement opportunities, facilitate workshops, and realise measurable service and business benefits.
• Provide leadership and direction to CSI and Service Owner teams, fostering collaboration, capability development, accountability, and a culture of continuous improvement.

About You

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

• Demonstrated experience leading Continual Service Improvement programs within IT Service Management, Service Delivery, Operational Excellence, Governance, or Project Management environments, with a minimum of seven years' relevant experience.
• Strong knowledge of ITIL service management practices, with experience analysing service performance metrics, operational data, and driving organisational change across multiple teams.
• Proven ability to build trusted stakeholder relationships, facilitate workshops, and present insights, recommendations, and outcomes to senior and executive stakeholders.
• Experience within Defence, Federal Government, or other highly regulated environments, with knowledge of service management governance frameworks and operational resilience practices desirable.
• Bachelor's degree in Information Technology, Business Management, Project Management, Engineering, or a related discipline. Certifications such as ITIL 4 Managing Professional or Strategic Leader, Lean Six Sigma, PRINCE2 Practitioner, Agile Practitioner, or Scrum are highly regarded.

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain, NV1 security clearance.