Senior ITSM Specialist

Senior ITSM Specialist

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.

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 Senior ITSM Specialist supports high-quality, user-focused IT services aligned to the ITIL 4 framework. This role provides hands-on delivery across core management practices including Knowledge Management, Measurement and Reporting, Service Configuration, and IT Asset Management, ensuring these practices are consistently performed to a high standard.

Working across multiple ITIL practices, you will develop and maintain operational documentation, contribute to service maturity initiatives, and support performance and quality outcomes across IT services. You will take ownership of service management activities end-to-end, ensuring clarity, consistency, and effective governance while partnering closely with technical and operational teams.

Key responsibilities include:

• Lead and deliver ITIL 4 service management and general management practices, ensuring consistent application across the engagement.
• Act as an escalation point for customers and teams across SIAM and ITIL practices, including providing backfill support for the Service Governance Manager when required.
• Develop, maintain and govern playbooks, work instructions and operational procedures aligned to customer policies and service delivery requirements.
• Monitor SLA performance, conduct ticket quality reviews, prepare governance reporting, and represent teams at service governance forums.
• Drive continual improvement activities and collaborate with SMEs and suppliers to enhance dashboards, reporting and service management outcomes.

About You

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

To be successful in this role, you will bring:

• Demonstrated experience in ITSM or Service Governance within an ITIL and SIAM environment, with a strong understanding of service management practices.
• ITIL 4 Foundation certification and experience coordinating across a broad range of ITIL practices.
• Proven ability to create and maintain procedures, playbooks, standard operating procedures and governance documentation.
• Experience developing reporting, service management dashboards, KPI/SLA metrics, and working with Enterprise Service Management tools such as ServiceNow.
• Strong stakeholder engagement, communication and organisational skills, complemented by technical literacy and an understanding of asset and service management.

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

If this role interests you, we encourage you to apply. We value different experiences and are interested in the capability and potential you could bring.