IT Incident and Change Manager

EBOS Group Ltd; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Employee Share Plan

Company Paid Parental Leave

Employee Assistance Program for Mental

Staff Awards

Employee Referral Program

Health Insurance Discounts

Job summary

EBOS Group in Melbourne's Docklands is seeking an experienced ITSM leader to drive major incident, problem and change management. You will coordinate responses, lead post-incident reviews, and drive continual service improvement across the technology estate.

You will govern CAB, manage risk and stakeholder communications, and mentor Incident, Problem and Change Managers to raise process maturity. This full-time role operates in a 24/7 on-call environment within Core Technology Services.

Qualifications

• Experience in major incident management, problem management and change management within a corporate or enterprise environment.
• ITIL certification and practical knowledge of IT Service Management principles.
• Exceptional communication with technical teams, business stakeholders and senior leaders.
• Strong analytical and problem-solving ability focusing on root cause and resolution.
• Ability to influence outcomes, build trust and accountability across stakeholders.
• Proactive ownership mindset with passion for improving technology services.
• Experience with enterprise monitoring, observability or ITSM platforms.
• Exposure to Agile environments, SAFe or Agile certifications highly regarded.

Responsibilities

• Lead and coordinate major incident responses with clear communication and stakeholder management.
• Facilitate Post Incident Reviews, root cause investigations, problem records and continual improvement.
• Drive improvements across Incident, Problem, and Change Management processes and governance.
• Chair and facilitate Incident, Problem, Change Advisory Board (CAB) and service review forums.
• Identify, investigate and manage recurring incidents and service trends with structured Problem Management.
• Maintain Known Error Database (KEDB) with documented errors, workarounds and actions.
• Lead root cause analysis and coordinate cross-functional teams for sustainable resolutions.
• Monitor process performance, SLA adherence, and report on outcomes and trends.
• Develop and report on key Problem Management metrics and reductions in service disruptions.
• Support technology readiness for business emergency management exercises.
• Coach Incident, Problem and Change Managers and on-call participants in ITSM best practices.
• Partner with technology teams, vendors and stakeholders to identify systemic risks and preventative improvements.
• Identify opportunities to improve service management, reduce manual effort and increase resilience.

Job description

At EBOS Group, our portfolio of businesses is built on the trusted role our 5700+ people play in supporting the health and wellbeing of people and pets across Australia, New Zealand, Southeast Asia and Hong Kong across 133 locations.

We are the largest and most diversified Australasian marketer, wholesaler and distributor of healthcare, medical and pharmaceutical products and a leading manufacturer, marketer and distributor of Animal Care brands.

From remote rural towns to global cities, in times of emergency and when experience matters, we aim to be there - keeping essential products moving and backing better outcomes for millions.

EBOS Group is publicly listed on the New Zealand and Australian stock exchanges.

At EBOS Group, our portfolio of businesses is built on the trusted role our 5700+ people play in supporting the health and wellbeing of people and pets across Australia, New Zealand, Southeast Asia and Hong Kong across 133 locations.

We are the largest and most diversified Australasian marketer, wholesaler and distributor of healthcare, medical and pharmaceutical products and a leading manufacturer, marketer and distributor of Animal Care brands.

From remote rural towns to global cities, in times of emergency and when experience matters, we aim to be there - keeping essential products moving and backing better outcomes for millions.

EBOS Group is publicly listed on the New Zealand and Australian stock exchanges.

The Role

You will play a critical role in how EBOS responds to, manages, and learns from technology disruptions and service issues.

From coordinating major incident responses and senior stakeholder communications, through to leading Post Incident Reviews, Problem Management activities, root cause investigations, known error management, and preventative actions, you will be responsible for helping create a more resilient, stable, and effective technology environment.

You will also oversee Change Management governance, facilitate Change Advisory Board (CAB) activities, assess risk and impact, and work with stakeholders across the organisation to ensure technology changes are delivered safely and successfully. In addition, you will drive the maturity of the Problem Management process, ensuring recurring issues are identified, investigated, and resolved through structured analysis and continual service improvement.

Reporting to the Senior Manager, Service Assurance, this role sits within Core Technology Services and works closely with teams across the broader technology function and business operations. The position is based in Docklands, Melbourne and participates in a 24/7 on-call roster.

What You’ll Be Doing

• Lead and coordinate major incident responses, ensuring clear communication and effective stakeholder management.
• Facilitate Post Incident Reviews, root cause investigations, problem records, and continuous improvement initiatives.
• Drive improvements across Incident, Problem, and Change Management processes, governance, reporting, and process maturity.
• Chair and facilitate Incident, Problem, Change Advisory Board (CAB), and service review forums.
• Identify, investigate, and manage recurring incidents and service trends through structured Problem Management practices.
• Maintain the Known Error Database (KEDB), ensuring known errors, workarounds, corrective actions, and preventative measures are documented, tracked, and communicated.
• Lead root cause analysis activities and coordinate cross‑functional teams to implement sustainable resolutions and reduce repeat incidents.
• Monitor process performance, SLA adherence, recurring incident trends, and operational outcomes through reporting and analysis.
• Develop and report on key Problem Management metrics, including recurring incidents, aged problems, root cause completion, and reduction of service disruptions.
• Support technology readiness and response activities associated with business emergency management exercises.
• Coach and support Incident Managers, Problem Managers, Change Managers, and on‑call participants in ITSM best practices.
• Partner with technology teams, vendors, and business stakeholders to identify systemic risks and drive preventative improvements.
• Identify opportunities to improve service management practices, reduce manual effort, increase operational effectiveness, and enhance service resilience.

What You’ll Bring

You are an experienced service management professional who can confidently lead through complex situations while maintaining focus on long‑term improvement.

You’ll bring:

• Demonstrated experience in major incident management, problem management and/or change management within a corporate or enterprise environment.
• ITIL certification and strong practical knowledge of IT Service Management principles.
• Exceptional communication skills with the ability to engage effectively with technical teams, business stakeholders and senior leaders.
• Strong analytical and problem‑solving capability with a focus on root cause identification and resolution.
• The ability to influence outcomes, build trust and create accountability across diverse stakeholder groups.
• A proactive, ownership‑focused mindset with a passion for improving technology services and business outcomes.
• Experience with enterprise monitoring, observability or ITSM platforms.
• Exposure to Agile environments, with SAFe or Agile certifications highly regarded.
• The flexibility to participate in a 24/7 on‑call roster.

Experience within large, complex organisations, healthcare, logistics or highly regulated environments will be advantageous.

Benefits

This is a unique opportunity to work in a company where you are valued, given the recognition you deserve and suitably rewarded for your hard work.

Other benefits include:

• Employee Share Plan;
• Company Paid Parental Leave;
• Employee Assistance Program for Mental Health Wellbeing;
• Staff Awards;
• Employee Referral Program;
• Health Insurance Discounts;
• And More.

We are committed to fostering a workplace that values diversity and inclusion. As an equal opportunity employer, we actively strive to build a gender‑equitable team and cultivate a culture that embraces individuals from all walks of life. We welcome applications from candidates of diverse backgrounds, abilities, ages, and cultures (including First Nations Peoples).

Our commitment to inclusivity extends to supporting candidates with disabilities throughout the recruitment process. If you require any accommodations due to disability, please inform us by reaching out to @ebosgroup.com . We believe that a diverse and inclusive workforce enriches our organisation and contributes to our success.

Pre‑employment checks may be required and will be discussed with the successful candidate.

We are unable to proceed with your application if your current visa restrictions preclude you from being able to perform the role in line with immigration laws.

No agency assistance required.

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