IT Incident & Change Leader

Ebos Group; City of Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Job summary

EBOS Group in Melbourne’s Docklands seeks a Service Management professional to lead major incident, problem and change management with a focus on continual service improvement. You will chair CABs, drive metrics, and coordinate cross-functional teams to reduce recurring incidents and strengthen service resilience.

Experience with ITIL, enterprise monitoring, and SAFe or Agile practices is highly regarded. This role requires 24/7 on-call readiness and collaboration with vendors and business

Qualifications

• Demonstrated experience in major incident management, problem management and/or change management.
• ITIL certification and practical knowledge of IT Service Management principles.
• Excellent 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.

Responsibilities

• 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.

Skills

Major incident management

Problem management

Change management

ITIL certification

Excellent communication

Analytical/problem solving

Stakeholder management

On-call roster

Agile/SAFe

Monitoring/observability

ITSM platforms

Tools

ITSM platforms

Monitoring tools

Observability tooling

Job description

EBOS Group in Melbourne’s Docklands seeks a Service Management professional to lead major incident, problem and change management with a focus on continual service improvement. You will chair CABs, drive metrics, and coordinate cross-functional teams to reduce recurring incidents and strengthen service resilience.

Experience with ITIL, enterprise monitoring, and SAFe or Agile practices is highly regarded. This role requires 24/7 on-call readiness and collaboration with vendors and business