Incident & ITSM Governance Lead (Hybrid)

Kmart Group; Victoria; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible hybrid working

Bonus program

Team member discount

Free onsite parking

OnePass membership with free delivery

Career development opportunities

Job summary

Kmart Group is seeking an Incident Manager & ITSM Governance Officer to lead major incident responses and strengthen governance across ITSM processes. You’ll collaborate with internal tech teams, vendors, and business stakeholders to restore services quickly while driving continual improvements.

This hybrid role offers exposure to enterprise platforms, governance reporting, and on-call rotations, with opportunities to contribute to AI-enabled operational initiatives and overall service

Qualifications

• Experience leading major incidents and coordinating cross-functional teams.
• Strong understanding of ITIL processes: Incident, Problem, Change, Service Management.
• Experience producing operational reporting and governance artefacts.
• Ability to translate technical issues into business language.

Responsibilities

• Lead coordination and response to major incidents with resolver groups, vendors, and stakeholders.
• Chair incident bridges, manage communications and timelines during incidents.
• Facilitate post-incident reviews and drive root cause analysis actions to completion.
• Support Problem Management uplift by identifying recurring issues and improvements.
• Monitor ITSM governance, improve data quality, and support ServiceNow processes.

Skills

Incident Management

ITIL

Cross-functional teamwork

Communication

Governance reporting

Problem solving

On-call readiness

Tools

ServiceNow

Job description

Kmart Group is seeking an Incident Manager & ITSM Governance Officer to lead major incident responses and strengthen governance across ITSM processes. You’ll collaborate with internal tech teams, vendors, and business stakeholders to restore services quickly while driving continual improvements.

This hybrid role offers exposure to enterprise platforms, governance reporting, and on-call rotations, with opportunities to contribute to AI-enabled operational initiatives and overall service