Incident, Problem And Change Manager

Vocus Group; Sydney; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid working environment

Discounts on energy and mobile plans

Study assistance

Health and wellness programs

Flexible hours

Job summary

Vocus Group is seeking an experienced Incident, Problem & Change Manager to join our Enterprise & Government Operations team. The role focuses on stabilising services, reducing risk, and driving continual improvements across people, processes and technology.

You will lead major incident responses, coordinate problem investigations and govern changes across a complex telecommunications environment, working with engineering, service delivery and customer-facing teams to minimise disruption and

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.
• 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.

Responsibilities

• Own the 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 frameworks

Stakeholder communication

ITIL certification

Telecommunications experience

ITSM tools (ServiceNow/Jira/Remedy)

Tools

ServiceNow

Jira Service Management

Remedy

Job description

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.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

Ready to take the next step?

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.