ITSM Incident, Problem & Change Lead

Leidos; North Canberra; On-site; AUD 130,000 - 180,000; Full time

Benefits offered by this job

Life Days and flexible work options

Headspace/MeQuilibrium access

Large-scale training and development

Job summary

Leidos Australia is seeking an Incident, Problem and Change Manager to govern ITIL-aligned processes within a ServiceNow ITSM environment. You will coordinate incident response, lead root-cause analyses and oversee change enablement with minimal business risk.

You will collaborate with government stakeholders, technical teams and vendors to improve service quality and reporting. Australian citizen with baseline security clearance is expected.

Qualifications

• Experience in IT Service Management roles including Incident, Problem and Change processes.
• Strong working knowledge of ITIL 4 practices and ITIL 4 Foundation certification.
• Experience in Australian Government or regulated environments is desirable.

Responsibilities

• Govern Incident and Major Incident Management, ensuring incidents are managed and post-incident actions completed.
• Lead Problem Management including RCA, Known Error records, and permanent corrective actions.
• Govern Change Enablement, review RFCs for risk and readiness, participate in CAB, manage schedules.
• Facilitate governance forums, operational reviews and service reporting with stakeholders and vendors.
• Produce operational and executive reporting and support audits to align ITSM with contracts and ITIL best practices.

Skills

ITIL 4

Incident Mgmt

Problem Mgmt

Change Enablement

ServiceNow

Stakeholder Eng

Education

ITIL 4 Foundation certification

ITIL 4 Managing Professional (desirable)

Tools

CAB meetings

Job description

Leidos Australia is seeking an Incident, Problem and Change Manager to govern ITIL-aligned processes within a ServiceNow ITSM environment. You will coordinate incident response, lead root-cause analyses and oversee change enablement with minimal business risk.

You will collaborate with government stakeholders, technical teams and vendors to improve service quality and reporting. Australian citizen with baseline security clearance is expected.