Our client, a national not-for-profit, is forming a new Service Management team and is looking for a ITIL Change & Incident Coordinator
to take a central role in developing and refining incident, change, problem, and release management practices.
This role will suit someone from a telecommunications or network operations background
who thrives in high-pressure environments, enjoys process improvement, and is confident engaging with senior stakeholders.
Key responsibilities
- Lead major incidents on a rotating on-call roster (every 3 weeks)
- Coordinate resolution efforts quickly and accurately with internal teams, vendors, and customers
- Manage change approvals and stakeholder notifications
- Liaise with senior leaders including Directors, GMs, and operational heads
- Identify process gaps and implement improvements in line with ITIL principles
- Build strong working relationships across network operations, security, and service delivery teams
- Impact & influence – be part of a new, high-visibility team shaping best practice
- Diverse work – balance of live incident leadership and structured change process improvement
- Supportive culture – flat structure, approachable leadership, no-blame problem solving
- Hybrid work – flexible hours and the ability to work from home part of the week
- Generous benefits – 17% superannuation, extensive leave entitlements, wellbeing days, and culturally inclusive policies
- Strong experience in incident management(major incident leadership preferred)
- Background in telecommunications, NOC operations, or network service assurance
- Understanding of ITIL concepts (certification an advantage)
- Calm under pressure with excellent communication skills
- Ability to engage confidently with senior stakeholders
- Technical knowledge such as CCNA or Juniper certifications will be highly regarded
- Base salary: $90,000 – $100,000
- On-call allowance: $60/day (paid whether called or not)
- Overtime/time in lieu for significant callouts
- 17% superannuation and industry-leading leave benefits
Apply now via SEEK with your CV and a brief cover letter outlining your experience in ITIL, incident and change management.
