Service Reliability & Change Manager

Vocus; Melbourne; On-site; AUD 110,000 - 170,000; Full time

Job summary

Vocus in Melbourne is seeking an experienced Incident, Problem & Change Manager to drive stability, reliability and continuous improvement across customer services. You will own major incident responses, lead root-cause analyses, and govern changes to minimise disruption and risk.

You will coordinate cross-functional teams, manage PIRs, CAB meetings and on-call rotations while delivering clear communications to leadership and customers. A strong ITSM background and ITIL familiarity are essential.

Qualifications

• 2+ years' experience in Incident, Problem, Change or Service Management, or IT Operations.
• Experience leading major incident responses in complex technology environments, including incident bridges and stakeholder communications.
• Proven ability to lead root cause analysis and drive permanent problem resolution.
• Experience coordinating and governing technology changes, with strong risk assessment and decision-making skills.
• Strong understanding of IT Service Management (ITSM) frameworks and operational best practices.
• Strong communication, facilitation and stakeholder engagement skills across technical, operational and customer-facing teams.
• Desirable: ITIL Foundation certification or higher; specialist certifications in Incident, Problem or Change Enablement are highly regarded.
• Desirable: experience in telecommunications or managed services, and with ITSM tools such as ServiceNow, Jira Service Management or Remedy.

Responsibilities

• Own the Major Incident Management process and lead the response to business-critical incidents through to service restoration and closure.
• Coordinate technical resolver groups and chair incident bridge calls.
• Deliver timely, accurate communications to customers, leadership and internal stakeholders.
• Lead Post Incident Reviews (PIRs) and ensure corrective actions are completed.
• Participate in an on-call roster to support major service disruptions when required.
• Own the end-to-end Problem Management process, including root cause investigations for major and recurring incidents.
• Coordinate internal teams and vendors to deliver permanent resolutions and preventative actions.
• Analyse incident trends and report on Problem Management outcomes to improve service reliability.
• Maintain Known Error records, workarounds and problem documentation.
• Own the Change Management process, coordinating changes from assessment and planning through to implementation and review.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate governance and compliance.
• Assess risks, impacts, dependencies and implementation readiness, ensuring mitigation plans for high-risk changes.
• Maintain the forward schedule of change, communicate with stakeholders and monitor change success.
• Partner with technical, operational and service management teams, customers and vendors to support service outcomes.
• Provide reporting, insights and recommendations to senior leadership and operational stakeholders.
• Coach teams on Incident, Problem and Change Management best practices.
• Drive ITIL-aligned practices to improve service quality, customer experience and operational efficiency.
• Use service data and lessons learned from incidents, problems and changes to drive improvements.
• Maintain service management policies, procedures and standards.

Skills

Incident Management

Problem Management

Change Management

ITSM

Stakeholder Engagement

Communication

On-Call Coordination

Education

ITIL Foundation or higher (desirable)

Tools

ServiceNow

Jira Service Management

Remedy

Job description

Vocus in Melbourne is seeking an experienced Incident, Problem & Change Manager to drive stability, reliability and continuous improvement across customer services. You will own major incident responses, lead root-cause analyses, and govern changes to minimise disruption and risk.

You will coordinate cross-functional teams, manage PIRs, CAB meetings and on-call rotations while delivering clear communications to leadership and customers. A strong ITSM background and ITIL familiarity are essential.