Change, Problem

2 weeks ago

Melbourne, Victoria, Australia Private Advertiser Full time $120,000 - $140,000 per year

Job Title: Change, Problem & Incident Manager

Location: Eastern Suburbs

Employment Type: [Full-time / Permanent]

About the Role

We are seeking an experienced and highly motivated Change & Incident Manager to lead and enhance our Change, Incident, and Problem Management processes across the Asia Pacific region. In this role, you will drive operational excellence, ensure rapid incident resolution, and support the continuous improvement of IT services.

Key Responsibilities

Change Management

  • Own and update the Change Management policy, ensuring alignment with organisational priorities.
  • Lead weekly Change Advisory Board (CAB) meetings and manage Change Requests end-to-end.
  • Ensure stakeholder engagement, approvals, and adherence to Change processes.
  • Provide insights and reporting on Change trends and outcomes.

Incident Management

  • Lead high priority incidents, coordinating internal teams and vendors to drive rapid resolution.
  • Facilitate incident bridges, manage communications, and maintain accurate records in ITSM tools.
  • Conduct Post Incident Reviews and report on trends and outcomes to senior management.
  • Maintain a 24/7 High Priority Incident line and be available on-call when needed.

Problem Management

  • Track, prioritise, and drive resolution of Problem records.
  • Chair Problem Review Board meetings and ensure thorough root cause analysis.
  • Provide reporting on Problem trends and outcomes.

Health & Safety

  • Promote and maintain OH&S policies to ensure a safe workplace.
  • Participate in audits, workplace visits, and safety discussions.

What We're Looking For

  • Proven experience in Change, Incident, and Problem Management.
  • Strong understanding of ITSM tools (ServiceNow preferred) and incident management platforms (e.g., PagerDuty).
  • Experience in writing organisational policies.
  • Exceptional leadership, communication, and stakeholder management skills.
  • Ability to be highly visible, lead by example, and work collaboratively across global teams.
  • Willingness to work outside standard hours for critical issues or urgent incidents.

Please apply to this position to find out more about this opportunity.

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