ITSM Incident, Problem & Change Lead

Leidos; Canberra; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work options

Wellbeing programs

Learning & development

Impactful projects

Career development

Employee programs

Job summary

Leidos Australia seeks an Incident, Problem and Change Manager to govern ITSM practices within a ServiceNow environment, ensuring rapid recovery from incidents, root cause analysis, and controlled change with minimal business impact.

You will lead governance forums, produce operational and executive reporting, and collaborate with government stakeholders, vendors and technical teams to meet ITIL and contractual requirements.

Qualifications

• Experience in ITSM roles managing Incident, Problem and Change.
• ITIL 4 knowledge; Foundation cert required; MP desirable.
• Effective communication with stakeholders and teams.
• Experience producing governance and exec reporting.
• Experience in Australian Government or regulated environments is desirable.

Responsibilities

• Manage end-to-end Incident and Major Incident Management in ServiceNow.
• Lead Problem Management including RCA and corrective actions.
• Govern Change Enablement, review RFCs, participate in CAB.
• Facilitate governance forums and service reporting with stakeholders.
• Produce operational and executive reporting and support audits.

Skills

ITSM

Incident management

Problem management

Change enablement

Root cause analysis

CAB participation

Education

ITIL 4 Foundation

Tools

ServiceNow

Job description

Leidos Australia seeks an Incident, Problem and Change Manager to govern ITSM practices within a ServiceNow environment, ensuring rapid recovery from incidents, root cause analysis, and controlled change with minimal business impact.

You will lead governance forums, produce operational and executive reporting, and collaborate with government stakeholders, vendors and technical teams to meet ITIL and contractual requirements.