Vacancy caducado!
Job Description
Your New Role- Manage service request queues and ensure all service requests are delivered to meet Contract requirements.
- Assist in coordination and maintenance of catalogue items with the Towers in accordance with Contract requirements.
- Maintain visibility and report on status of all Service Requests as required by the Contract and LM Managements.
- Assist in support of maintenance of the Service Request tools, policies, processes, procedures and work instructions.
- Stakeholder communications as required
- Ensure all Service Requests are accurately maintained and are of quality in content
- Monitoring, management and reporting of areas of focus for multi service tower job queues
- Conduct and participate in internal and external audits, assessing case quality and the maturity and effectiveness of the Service Request processes.
- Production of Standard Operating Procedures (SOP’s) to assist in day to day running Service Request activity
- Assist in identifying critical success criteria’s and develop KPI’s that can adequately measure success in Service Request Management
- Identify areas for the Continual Improvement program across relevant process area(s).
- Perform trend analysis and reporting to identify candidates for Catalogue item creation.
- Initiate process non-compliance reviews for multi service tower suppliers.
Qualifications
About You and What You'll Bring- ITIL Foundation Certificate desirable
- Ability to work in a team environment as well as autonomously in a professional environment.
- Ability to deal with conflict
- Strong customer service focus with the ability to empathise as well as prioritise
- Proven ability to manage the delivery of quality client service, under limited direction
Additional Information
This role does require the successful applicant to be an Australian Citizen and holda current Defence NV-1 security clearance .
At Leidos, we’ve built our business on the ability to Redefine Possible and the same applies to your career. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility. We look forward to welcoming you.
Vacancy caducado!