Incident, Problem and Change Manager

Vocus; Melbourne; On-site; AUD 110,000 - 170,000; Full time

Job summary

Vocus in Melbourne is seeking an experienced Incident, Problem & Change Manager to drive stability, reliability and continuous improvement across customer services. You will own major incident responses, lead root-cause analyses, and govern changes to minimise disruption and risk.

You will coordinate cross-functional teams, manage PIRs, CAB meetings and on-call rotations while delivering clear communications to leadership and customers. A strong ITSM background and ITIL familiarity are essential.

Qualifications

• 2+ years' experience in Incident, Problem, Change or Service Management, or IT Operations.
• Experience leading major incident responses in complex technology environments, including incident bridges and stakeholder communications.
• Proven ability to lead root cause analysis and drive permanent problem resolution.
• Experience coordinating and governing technology changes, with strong risk assessment and decision-making skills.
• Strong understanding of IT Service Management (ITSM) frameworks and operational best practices.
• Strong communication, facilitation and stakeholder engagement skills across technical, operational and customer-facing teams.
• Desirable: ITIL Foundation certification or higher; specialist certifications in Incident, Problem or Change Enablement are highly regarded.
• Desirable: experience in telecommunications or managed services, and with ITSM tools such as ServiceNow, Jira Service Management or Remedy.

Responsibilities

• Own the Major Incident Management process and lead the response to business-critical incidents through to service restoration and closure.
• Coordinate technical resolver groups and chair incident bridge calls.
• Deliver timely, accurate communications to customers, leadership and internal stakeholders.
• Lead Post Incident Reviews (PIRs) and ensure corrective actions are completed.
• Participate in an on-call roster to support major service disruptions when required.
• Own the end-to-end Problem Management process, including root cause investigations for major and recurring incidents.
• Coordinate internal teams and vendors to deliver permanent resolutions and preventative actions.
• Analyse incident trends and report on Problem Management outcomes to improve service reliability.
• Maintain Known Error records, workarounds and problem documentation.
• Own the Change Management process, coordinating changes from assessment and planning through to implementation and review.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate governance and compliance.
• Assess risks, impacts, dependencies and implementation readiness, ensuring mitigation plans for high-risk changes.
• Maintain the forward schedule of change, communicate with stakeholders and monitor change success.
• Partner with technical, operational and service management teams, customers and vendors to support service outcomes.
• Provide reporting, insights and recommendations to senior leadership and operational stakeholders.
• Coach teams on Incident, Problem and Change Management best practices.
• Drive ITIL-aligned practices to improve service quality, customer experience and operational efficiency.
• Use service data and lessons learned from incidents, problems and changes to drive improvements.
• Maintain service management policies, procedures and standards.

Skills

Incident Management

Problem Management

Change Management

ITSM

Stakeholder Engagement

Communication

On-Call Coordination

Education

ITIL Foundation or higher (desirable)

Tools

ServiceNow

Jira Service Management

Remedy

Job description

Join us in driving service stability, operational excellence and continuous improvement

About the Role

We are seeking an experienced and proactive Incident, Problem & Change Manager to join our Enterprise & Government Operations team.

This is a pivotal role responsible for ensuring the stability, reliability and continual improvement of customer services through the effective management of Incident, Problem and Change Management practices. The role plays a critical part in minimising service disruptions, reducing operational risk, restoring services during major incidents, and ensuring changes are delivered successfully with minimal customer impact.

Working across a complex telecommunications and technology environment, you will collaborate with operational, engineering, service delivery and customer-facing teams to coordinate major incident responses, identify root causes, drive permanent resolutions, and govern changes that support both customer outcomes and business objectives.

If you are passionate about service excellence, thrive in fast-paced operational environments and enjoy driving meaningful improvements across people, process and technology, we'd love to hear from you.

What You'll Be Doing

Incident Management

• Own the Major Incident Management process and lead the response to business-critical incidents through to service restoration and closure.
• Coordinate technical resolver groups and chair incident bridge calls.
• Deliver timely, accurate communications to customers, leadership and internal stakeholders.
• Lead Post Incident Reviews (PIRs) and ensure corrective actions are completed.
• Participate in an on-call roster to support major service disruptions when required.

Problem Management

• Own the end-to-end Problem Management process, including root cause investigations for major and recurring incidents.
• Coordinate internal teams and vendors to deliver permanent resolutions and preventative actions.
• Analyse incident trends and report on Problem Management outcomes to improve service reliability.
• Maintain Known Error records, workarounds and problem documentation.

Change Management

• Own the Change Management process, coordinating changes from assessment and planning through to implementation and review.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate governance and compliance.
• Assess risks, impacts, dependencies and implementation readiness, ensuring mitigation plans for high-risk changes.
• Maintain the forward schedule of change, communicate with stakeholders and monitor change success.

Collaboration & Stakeholder Engagement

• Partner with technical, operational and service management teams, customers and vendors to support service outcomes.
• Provide reporting, insights and recommendations to senior leadership and operational stakeholders.
• Coach teams on Incident, Problem and Change Management best practices.

Continuous Improvement

• Drive ITIL-aligned practices to improve service quality, customer experience and operational efficiency.
• Use service data and lessons learned from incidents, problems and changes to drive improvements.
• Maintain service management policies, procedures and standards.

What you’ll bring to the role

You'll be an organised, analytical and customer-focused professional who stays calm under pressure and is committed to service reliability and continuous improvement.

You will bring:

• 2+ years' experience in Incident, Problem, Change or Service Management, or IT Operations.
• Experience leading major incident responses in complex technology environments, including incident bridges and stakeholder communications.
• Proven ability to lead root cause analysis and drive permanent problem resolution.
• Experience coordinating and governing technology changes, with strong risk assessment and decision-making skills.
• A strong understanding of IT Service Management (ITSM) frameworks and operational best practices.
• Strong communication, facilitation and stakeholder engagement skills across technical, operational and customer-facing teams.
• Desirable: ITIL Foundation certification or higher; specialist certifications in Incident, Problem or Change Enablement are highly regarded.
• Desirable: experience in telecommunications or managed services, and with ITSM tools such as ServiceNow, Jira Service Management or Remedy.