Leidos103 jobs

Incident and Event Operations Manager

Mid levelSeniorFull-timeOfficeHarman, Jerrabomberra ACT 2600, AustraliaCanberra ACT, AustraliaPosted 3 months agoVerified 3 months ago
Pending fitX of Y criteria met

About the job

Leidos Australia is on the lookout for an Incident and Event Operations Manager to lead a dynamic ITSM operations function in a complex Defence environment. This job is all about making a real impact by ensuring top-notch operational performance while fostering a collaborative and high-performing team culture. With a focus on innovation and support, the team thrives on accountability and continuous improvement, making it a fantastic place to grow your career.

You'll be responsible for

👥

Leading ITSM operations team

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.
🔍

Overseeing incident and event performance

Oversee incident and event performance end-to-end, including triage, escalation, communication, record quality, and coordination of major incidents.
💼

Building trusted relationships

Act as a visible, customer-facing leader, building trusted relationships through consistent, reliable and transparent service performance.

Key criteria

🔧

ITIL practices knowledge

Strong understanding of ITIL practices for effective incident management.

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📊

ServiceNow expertise

Proven experience using ServiceNow for queue management and reporting.

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👥

Stakeholder engagement skills

Demonstrated ability to build relationships with diverse stakeholders.

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5 criteria for this job
ITIL practices knowledge
Strong understanding of ITIL practices for effective incident management.

View

ServiceNow expertise
Proven experience using ServiceNow for queue management and reporting.

View

Stakeholder engagement skills
Demonstrated ability to build relationships with diverse stakeholders.

View

24x7 operations experience
Experience leading teams in a 24x7 operational environment.

View

Coaching-oriented leadership
Supportive leadership style focused on team empowerment and growth.

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