Service Management Lead — Change & Incident Governance

Linkly; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

Linkly is seeking a Service Management Lead in Sydney to own the problem, change and incident management processes behind our payment integration platform. The role focuses on process ownership, shaping governance, and driving remediation with development, infrastructure and delivery teams.

You will build buy-in across teams, lead the Change Advisory Board, and coordinate disaster recovery and business continuity testing while maintaining compliance and high-quality incident records.

Qualifications

• Solid experience owning problem and change management in a software or technology environment.
• Working knowledge of ITIL aligned incident, problem and change practice, with pragmatic application.
• Confidence across many teams and ability to drive discussion without direct authority.

Responsibilities

• Own problem management end to end: convert incidents into problems and drive to closure.
• Move remediation and commitments into delivery/infrastructure backlogs and track to completion.
• Own the incident management process governance, documentation, and clean handover to problem.
• Lead Change Advisory Board as an independent governance forum.
• Coordinate disaster recovery and business continuity tests and capture evidence for compliance.
• Educate teams on processes, build buy-in, and report performance and blockers to leadership.

Skills

Problem management

Change management

Stakeholder management

CAB governance

Communication

Tools

ITIL framework

PCI DSS awareness

Job description

Linkly is seeking a Service Management Lead in Sydney to own the problem, change and incident management processes behind our payment integration platform. The role focuses on process ownership, shaping governance, and driving remediation with development, infrastructure and delivery teams.

You will build buy-in across teams, lead the Change Advisory Board, and coordinate disaster recovery and business continuity testing while maintaining compliance and high-quality incident records.