Incident and Event Operations Manager (Canberra)

**Description**
- Accrue up to an extra 12 days of leave per year through our Life Days program.
- Work with world leading technology business at the forefront of innovation.
- 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.

**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 Recent Role and Responsibilities**

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.

This is a visible, hands-on leadership role responsible for the end-to-end operational performance of a 24x7 Incident and Event Operations team. The team operates as a cross-skilled ITSM coordination function supporting incident, event, request and operational workflows within a mission-critical environment.

You will bring structure, pace and confidence to operations while fostering team capability, strengthening operational discipline and continuously improving how service performance is delivered, reported and experienced by the customer. You will play a key role in creating a supportive, high-performing environment where collaboration and accountability thrive.

**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._

**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._

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**- 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.If Apply on Kit Job: kitjobau.com/job/3qz98s