Leidos71 jobs

Incident and Event Operations Manager

Mid levelSeniorFull-timeOfficeHarman, Jerrabomberra ACT 2600, AustraliaCanberra ACT, AustraliaPosted 2 months agoVerified 2 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.

Meet the team

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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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A meaningful career starts with a match

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5 criteria for this job
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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24x7 operations experience
Experience leading teams in a 24x7 operational environment.

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

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