Service Management Lead: Change, Incident & Problem

Linkly; City of Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Linkly in Melbourne is seeking a Service Management Lead to own problem, change and incident management for our payment integration platform. You will shape processes, educate teams, and drive backlog-ready resolutions with cross-functional partners.

This role emphasizes governance over hands-on incident handling, requiring influence, collaboration, and CAB leadership to ensure timely remediation and compliant delivery.

Qualifications

• Experience owning problem and change management in a software/tech environment.
• Working knowledge of ITIL-aligned incident, problem and change practice.
• Proven ability to chair or run a CAB/change governance forum.
• Strong communication, collaboration and cross-team influence.

Responsibilities

• Own problem management end to end: convert incidents into problems, investigate root causes, drive closure.
• Move problem remediation and commitments into delivery/infrastructure backlogs with priority and tracking.
• Own the incident to problem handover, governance, documentation and evidence quality for compliance.
• Lead Change Advisory Board and govern change processes for delivery.
• Coordinate disaster recovery and business continuity testing and capture evidence for compliance.
• Build buy-in across teams, educate on processes and report performance to leadership.

Skills

ITIL frameworks

Incident management

Problem management

Change management

CAB leadership

Stakeholder management

Influence without authority

Governance

Job description

Linkly in Melbourne is seeking a Service Management Lead to own problem, change and incident management for our payment integration platform. You will shape processes, educate teams, and drive backlog-ready resolutions with cross-functional partners.

This role emphasizes governance over hands-on incident handling, requiring influence, collaboration, and CAB leadership to ensure timely remediation and compliant delivery.