Join us in driving service stability, operational excellence and continuous improvement
About the Role
We are seeking an experienced and proactive Incident, Problem & Change Manager to join our Enterprise & Government Operations team.
This is a pivotal role responsible for ensuring the stability, reliability and continual improvement of customer services through the effective management of Incident, Problem and Change Management practices. The role plays a critical part in minimising service disruptions, reducing operational risk, restoring services during major incidents, and ensuring changes are delivered successfully with minimal customer impact.
Working across a complex telecommunications and technology environment, you will collaborate with operational, engineering, service delivery and customer-facing teams to coordinate major incident responses, identify root causes, drive permanent resolutions, and govern changes that support both customer outcomes and business objectives.
If you are passionate about service excellence, thrive in fast-paced operational environments and enjoy driving meaningful improvements across people, process and technology, we'd love to hear from you.
What You'll Be Doing
Incident Management
- 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.
Problem Management
- 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.
Change Management
- 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.
Collaboration & Stakeholder Engagement
- 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.
Continuous Improvement
- 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.
What you’ll bring to the role
You'll be an organised, analytical and customer-focused professional who stays calm under pressure and is committed to service reliability and continuous improvement.
You will bring:
- 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.
- A 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.
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Incident, Problem and Change Manager in Melbourne employer: Vocus
Vocus is an exceptional employer located in the vibrant Melbourne CBD, offering a dynamic work culture that prioritises collaboration and innovation. Employees benefit from comprehensive training and development opportunities, ensuring continuous growth in their careers while working on critical voice and IP network infrastructure that supports essential government services. With a commitment to service reliability and customer connectivity, Vocus provides a meaningful and rewarding environment for those looking to make a significant impact in the telecommunications sector.
