Incident, Problem and Change Manager

Leidos; Canberra; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work options

Wellbeing programs

Learning & development

Impactful projects

Career development

Employee programs

Job summary

Leidos Australia seeks an Incident, Problem and Change Manager to govern ITSM practices within a ServiceNow environment, ensuring rapid recovery from incidents, root cause analysis, and controlled change with minimal business impact.

You will lead governance forums, produce operational and executive reporting, and collaborate with government stakeholders, vendors and technical teams to meet ITIL and contractual requirements.

Qualifications

• Experience in ITSM roles managing Incident, Problem and Change.
• ITIL 4 knowledge; Foundation cert required; MP desirable.
• Effective communication with stakeholders and teams.
• Experience producing governance and exec reporting.
• Experience in Australian Government or regulated environments is desirable.

Responsibilities

• Manage end-to-end Incident and Major Incident Management in ServiceNow.
• Lead Problem Management including RCA and corrective actions.
• Govern Change Enablement, review RFCs, participate in CAB.
• Facilitate governance forums and service reporting with stakeholders.
• Produce operational and executive reporting and support audits.

Skills

ITSM

Incident management

Problem management

Change enablement

Root cause analysis

CAB participation

Education

ITIL 4 Foundation

Tools

ServiceNow

Job description

Description

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.

Benefits

• 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.

The Civil Digital Modernisation business delivers IT services to Australian Federal and State Government departments and agencies to accelerate digital modernisation and ensure secure, resilient, and adaptive environments that meet evolving regulatory, compliance, and business needs. Our approach integrates advancing data, AI, cloud, and automation delivering agility, security, efficiency, and innovation at scale.

The Opportunity

The Incident, Problem and Change Manager is responsible for the governance, coordination, reporting, and continual improvement of the Incident Management, Problem Management, Major Incident Management, and Change Enablement practices within a ServiceNow-based IT Service Management (ITSM) environment.

The role ensures IT services are restored quickly following incidents, recurring issues are identified and eliminated through root cause analysis, and IT changes are planned, assessed, approved, implemented, and reviewed with minimal risk to business operations. The position operates within an ITIL‑aligned framework and works closely with business stakeholders, technical support teams, vendors, and service providers to maintain service quality, compliance, and operational effectiveness.

• Manage end‑to‑end Incident and Major Incident Management, ensuring incidents are accurately maintained in ServiceNow, service risks and trends are monitored, and post‑incident improvement actions are completed.
• Lead Problem Management, including trend analysis, Root Cause Analysis, Problem Action Plans, Known Error records, workarounds and permanent corrective actions to reduce recurring service disruptions.
• Govern Change Enablement, reviewing Requests for Change for risk, impact and readiness, participating in CAB meetings, managing schedules and dependencies, and monitoring change outcomes.
• Facilitate governance forums, operational reviews and service reporting while engaging effectively with government stakeholders, technical teams, service providers and vendors.
• Produce operational and executive reporting, support audits, and ensure ITSM practices remain aligned with contractual obligations, policies, government controls and ITIL best practices.

About You

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

• You bring experience in IT Service Management roles, including demonstrated experience managing Incident, Problem and Change processes and coordinating major incidents and root cause investigations.
• You have strong working knowledge of ITIL 4 practices and hold ITIL 4 Foundation certification or equivalent. ITIL 4 Managing Professional or Practice Manager is highly desirable.
• You communicate effectively and build productive relationships across business stakeholders, technical teams, government stakeholders, service providers and vendors.
• You have experience producing governance and executive-level reporting, with the ability to work effectively across multiple technical and business teams.
• Experience working within Australian Government or regulated environments, SIAM or multi‑vendor service management, and CMDB, Knowledge Management and Continual Improvement practices is desirable.

This role requires the successful applicant to be an Australian citizen, hold and be able to maintain a Baseline security clearance.

Certain roles may be subject International Traffic in Arms Regulations (ITAR) requirements which may limit persons who hold dual nationality with certain proscribed countries from accessing material, or in the case of dual Australian‑U.S citizens, may require the candidate to obtain a U.S. Persons Abroad authorisation from the U.S DDTC.

What to Expect When You Apply

Qualifications

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.

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.

Pay And Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.

• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.