ITSM Incident, Problem & Change Lead

Leidos Australia; Canberra; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flex Your Way

Wellbeing program

On-demand courses

Impactful work

Career development

More benefits

Job summary

Leidos Australia is seeking an Incident, Problem and Change Manager to govern and coordinate ITSM processes within a ServiceNow environment. You will ensure rapid restoration of IT services after incidents, identify recurring issues through root cause analysis, and manage changes with minimal operational risk.

This role sits in the Civil Digital Modernisation team supporting government and defence priorities.

Qualifications

• Experience in IT Service Management roles with Incident, Problem and Change processes.
• Strong ITIL 4 knowledge and Foundation certification.
• Excellent communication and stakeholder relationship skills.
• Experience with governance reporting and service metrics.
• Australian Government or regulated environments experience is desirable.

Responsibilities

• Govern Incident Management and Major Incident Management, ensuring accurate records in ServiceNow and timely actions.
• Lead Problem Management with root cause analysis and proactive improvements.
• Govern Change Enablement, assess risks, participate in CAB, and monitor outcomes.
• Facilitate governance forums, performance reviews, and governance reporting.
• Ensure ITIL practices align with contractual obligations and policies.

Skills

ITIL 4 practices

ITIL Foundation

Stakeholder management

Governance reporting

Incident/Problem/Change management

ServiceNow

Education

ITIL 4 Foundation certification

Tools

ServiceNow

Job description

Leidos Australia is seeking an Incident, Problem and Change Manager to govern and coordinate ITSM processes within a ServiceNow environment. You will ensure rapid restoration of IT services after incidents, identify recurring issues through root cause analysis, and manage changes with minimal operational risk.

This role sits in the Civil Digital Modernisation team supporting government and defence priorities.