Incident, Problem And Change Manager

00160 Leidos Australia Pty Ltd.; Canberra; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Headspace access

MeQuilibrium program

Learning & development

Job summary

Leidos Australia is seeking an Incident, Problem and Change Manager to govern ITSM processes within a ServiceNow environment. You will ensure rapid restoration of IT services, root-cause analysis, and controlled changes with minimal business risk.

You will collaborate with government and vendor teams, produce governance reporting, and help maintain compliance with ITIL best practices and contractual obligations. Ideal applicants have ITIL 4 Foundation and experience in regulated environments.

Qualifications

• Experience in IT Service Management roles and coordinating incidents, problems and changes.
• Strong knowledge of ITIL 4 practices and foundation certification.
• Ability to produce governance and executive reporting across teams.

Responsibilities

• Manage end-to-end Incident and Major Incident Management in ServiceNow.
• Lead Problem Management including RCA and action plans.
• Govern Change Enablement, review RFCs, participate in CAB, monitor outcomes.
• Facilitate governance forums, reporting and service reviews with stakeholders.
• Ensure ITSM practices align with policies, controls and contractual obligations.

Skills

ITIL 4

Incident Mgmt

Problem Mgmt

Change Enablement

Stakeholder Eng

Governance

Education

ITIL 4 Foundation

Tools

ServiceNow

Job 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.

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.

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.

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

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.

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.

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.