ITSM Specialist - Service Level Manager

• 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 Level Manager is responsible for delivering services aligned to ITIL® 4 within a SIAM shared-resource model, providing cross-practice oversight and coordination of Service Level, Reporting, Service Catalogue, and Risk Management practices. The role supports governance forums, ensures alignment to customer policies, and drives continual improvement across service practices.

Key Responsibilities

• Oversee day-to-day service delivery against SLAs, including ticket reviews, reporting, and governance participation

• Coordinate and represent teams across SIAM governance forums and facilitate internal practice meetings

• Maintain and embed Practice Execution Playbooks aligned to customer policies and operational workflows

• Partner with SMEs to enhance dashboards, reporting, tooling capability, and data quality

• Foster strong stakeholder engagement across technical teams, vendors, and customers within a multi-vendor SIAM environment

About You and What You'll Bring

• Demonstrated experience (5+ years) in ITSM or service governance within SIAM environments

• Strong knowledge across ITIL practices, with ITIL® 4 Foundation certification (advanced certifications desirable)

• Skilled in stakeholder engagement, facilitation, and communication across complex environments

• Experience developing playbooks, SOPs, reporting, and ServiceNow dashboards

• Highly organised, proactive, and focused on continuous improvement, automation, and data quality

This role does require the successful applicant to be an Australian Citizen and be able to gain a Baseline level 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 & 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 [email protected] if you’d like to discuss any additional support during your application or throughout the recruitment process.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

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.