Description
At Leidos Australia, you'll join a team where people work with integrity, inclusion, innovation, agility, collaboration, and commitment. The Civil Digital Modernisation business delivers IT services to Australian Federal and State Government departments and agencies to accelerate digital modernisation and ensure secure, resilient, and adaptive environments.
The Incident, Problem and Change Manager is responsible for the governance, coordination, reporting, and continual improvement of the Incident Management, Problem Management, Major Incident Management, and Change Enablement practices within a ServiceNow-based IT Service Management (ITSM) environment.
Key responsibilities:
- Manage end-to-end Incident and Major Incident Management, ensuring incidents are accurately maintained in ServiceNow, service risks and trends are monitored, and post-incident improvement actions are completed.
- Lead Problem Management, including trend analysis, Root Cause Analysis, Problem Action Plans, Known Error records, workarounds, and permanent corrective actions to reduce recurring service disruptions.
- Govern Change Enablement, reviewing Requests for Change for risk, impact, and readiness, participating in CAB meetings, managing schedules and dependencies, and monitoring change outcomes.
- Facilitate governance forums, operational reviews, and service reporting while engaging effectively with government stakeholders, technical teams, service providers, and vendors.
- Produce operational and executive reporting, support audits, and ensure ITSM practices remain aligned with contractual obligations, policies, government controls, and ITIL best practices.
Requirements:
- Experience in IT Service Management roles, including demonstrated experience managing Incident, Problem, and Change processes and coordinating major incidents and root cause investigations.
- Strong working knowledge of ITIL 4 practices and hold ITIL 4 Foundation certification or equivalent. ITIL 4 Managing Professional or Practice Manager is highly desirable.
- Effective communication and relationship-building skills across business stakeholders, technical teams, government stakeholders, service providers, and vendors.
- Experience producing governance and executive-level reporting, with the ability to work effectively across multiple technical and business teams.
- Experience working within Australian Government or regulated environments, SIAM or multi-vendor service management, and CMDB, Knowledge Management, and Continual Improvement practices is desirable.
Benefits:
- Flex Your Way – Tailor work to your life with options including Life Days (up to 12 extra days off per year), part-time arrangements, job sharing, and compressed hours.
- Wellbeing That Matters – Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.
- Learn Without Limits – Access over 120,000 on-demand courses, alongside technical, project management, leadership, and professional development opportunities.
- Work That Makes an Impact – Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.
- Build Your Future – Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.