Incident, Problem and Change Manager

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

Benefits offered by this job

Flex Your Way

Wellbeing That Matters

Learn Without Limits

Work That Makes an Impact

Build Your Future

Job summary

Leidos Australia is seeking an Incident, Problem and Change Manager to govern and coordinate ITSM practices within a ServiceNow environment. The role ensures rapid restoration of IT services after incidents, identification of root causes, and risk-managed change enablement across government projects.

You will lead end-to-end incident management, oversee problem analysis and action plans, and manage change governance with CAB participation.

Qualifications

• Experience in IT Service Management roles, including Incident, Problem and Change processes and coordinating major incidents and root cause investigations.
• Strong working knowledge of ITIL 4 practices with Foundation certification; higher designation desirable.

Responsibilities

• Manage end-to-end Incident and Major Incident Management in ServiceNow, monitor trends, and close post-incident actions.
• Lead Problem Management including Root Cause Analysis and permanent corrective actions.
• Govern Change Enablement by reviewing change requests, participating in CABs, and tracking outcomes.
• Facilitate governance forums, operational reviews and service reporting with government stakeholders and vendors.
• Produce operational and executive reporting and support audits to ensure ITIL alignment and contractual compliance.

Skills

ITSM

Incident management

Problem management

Change enablement

ITIL 4 practices

Stakeholder engagement

Executive reporting

Education

ITIL 4 Foundation certification

ITIL 4 Managing Professional / Practice Manager (desirable)

Tools

ServiceNow ITSM

CMDB

Knowledge Management

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.

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.

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.

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

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.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment‑related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment‑related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing [e-mail].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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.