Leidos Australia is seeking a highly capable Incident and Event Operations Manager to lead a critical ITSM operations function within a complex Defence ICT environment, based full time on site in Canberra.
Key Responsibilities
* Lead, coach and develop a 24x7 ITSM operations team across incident, event, request, problem management and operational coordination within a rotating shift model, including day‐to‐day prioritisation and workload management
* Oversee incident and event performance end‐to‐end, including triage, escalation, communication, record quality, and coordination of major incidents (bridge management, stakeholder updates, escalation control)
* Act as a visible, customer‐facing leader, building trusted relationships through consistent, reliable and transparent service performance
* Use metrics and reporting to identify trends, risks and continuous improvement opportunities, while ensuring ServiceNow records support audit, reporting and service improvement
* Drive operational excellence by enhancing SOPs, operational playbooks, handovers and escalation pathways, and supporting problem management through identification and progression of recurring issues
* Foster a positive, inclusive and accountable team culture, providing guidance and out‐of‐hours leadership support for critical incidents when required
About You and What You'll Bring
* Proven experience leading incident, event, service desk or broader ITSM operations teams, including within 24x7 or shift‐based environments
* Strong understanding of ITIL practices across incident, major incident, problem and request management, with the ability to lead major incidents calmly and with clarity
* Experience working within Defence, government or other secure ICT environments
* Strong ServiceNow capability across queue management, reporting and maintaining high‐quality records, alongside experience using metrics and trend data to improve service performance
* Highly developed stakeholder engagement skills, with strong written and verbal communication and the confidence to challenge process gaps constructively and respectfully
* A supportive, coaching‐oriented leadership style with a practical, accountable and team‐first mindset, focused on empowering others and uplifting team capability
This role does require the successful applicant to be an Australian Citizen and hold an NV‐1 security clearance.
Commitment to Non‐Discrimination
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.
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