Request Fulfilment Manager

About Leidos Australia

At Leidos Australia, our work goes beyond a job title. We design, build, operate and support the systems, services and capabilities that help protect and advance the Australian way of life.

Backed by a global organisation of more than 40,000 people, our Australian team of around 2,000 has partnered with government, defence and national security customers for more than 30 years. We deliver mission-critical solutions where reliability, trust and purpose matter.

Leidos is a destination for people who want their work to have purpose, their contribution to be recognised, and their career to grow without needing to fit a single mould. Meaningful work is supported by benefits, flexibility and career pathways that help you grow while balancing life outside work. This includes:

• Flex Your Way – Tailor work to your life with options including Life Days (up to 12 extra days off per year), part-time arrangements, job sharing, and compressed hours.

• Wellbeing That Matters – Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.

• Learn Without Limits – Access over 120,000 on-demand courses, alongside technical, project management, leadership, and professional development opportunities.

• Work That Makes an Impact – Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.

• Build Your Future – Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.

• And Much More – These are just a few of the ways we invest in our people and help them thrive.

About the Team

You’ll join a team where people work with integrity, inclusion, innovation, agility, collaboration and commitment. In practice, that means sharing ownership, solving complex problems together and staying connected to the customer context, the purpose behind the work and how each role contributes to meaningful outcomes.

We deliver secure, resilient and innovative technology services that enable Defence enterprise and warfighting capabilities across multiple classified domains and networks. We provide world-class ICT operations and agile digital modernisation using advanced analytics, automation, hybrid cloud, DevSecOps, Infrastructure as Code, cybersecurity and AI to optimise highly complex, mission-critical environments.

The Opportunity

We are seeking an experienced Request Fulfilment Manager to lead the Service Request Management practice within an ITIL® 4 and SIAM-based service delivery environment.

Reporting to the Service Delivery Manager, this role is responsible for aligning Leidos service delivery with customer practice definitions and policies, ensuring services are delivered in accordance with agreed SLAs and governance requirements. You will provide oversight of service request processes, support governance forums, champion continual improvement initiatives, and collaborate with stakeholders across a complex multi-vendor environment to improve service outcomes and operational maturity.

Key Responsibilities

• Lead the Service Request Management practice, ensuring service requests are delivered effectively, SLA targets are achieved, and service quality standards are maintained.

• Manage governance activities including reporting, ticket reviews, quality assurance, SLA reporting, practice meetings, and representation at SIAM governance forums.

• Develop and maintain Playbooks, procedures, RACIs, controls, and operational workflows that align with customer policies and practice definitions.

• Partner with SMEs to improve dashboards, reporting, tooling capability, data quality, training materials, and automation opportunities.

• Collaborate with technical teams, vendors, customer stakeholders, SIAM partners, and operational teams to drive continual improvement, manage risks, and resolve cross-practice issues.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

Skills & Experience

• Demonstrated experience in ITSM, Service Governance, or Service Management roles within SIAM or multi-vendor environments.

• Strong knowledge of Service Request Management and working knowledge of Service Catalogue, Incident, Problem, and Change Enablement practices.

• Experience developing Playbooks, procedures, standard operating procedures, governance artefacts, and operational documentation.

• Strong stakeholder engagement, facilitation, reporting, and communication skills, with experience working across shared-resource teams.

• ITIL® 4 Foundation certification is required, with ITIL Managing Professional, Practice Manager and/or SIAM Foundations certifications highly regarded.

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain, Baseline security clearance.

If this role interests you, we encourage you to apply. We value different experiences and are interested in the capability and potential you could bring.

What to Expect When You Apply

Our hiring process is designed to be straightforward, respectful and easy to navigate. If your skills, experience and qualifications look aligned with the role, our Talent Acquisition team will contact you to discuss the next stage. You can expect:

• An initial conversation with our Talent Acquisition team

• An interview with the hiring manager or interview panel

We’ll let you know what to expect before each stage, including who you’ll meet and how to prepare. If you need any adjustments or support during the process, please let us know.

Ready to explore what’s possible?

If this sounds like a role where you can make an impact and continue to grow, we’d like to hear from you. Please apply via the “Apply Now” button with your resume. If you have any questions about the role or recruitment process, please contact [email protected] 

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.