IT Incident & Service Governance Lead (Adelaide)

Introduction At Gallagher Bassett, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference. Empathy, precision, and partnership define our culture, where fast‑paced fixers, empathetic experts, and outcomes drivers work together to help businesses and individuals move forward with confidence. Overview We are seeking an experienced IT Incident & Service Governance Lead to provide clear ownership and disciplined governance of technology incidents affecting the MPMG environment. This role is accountable for end‑to‑end coordination and control of all Priority 1 and Priority 2 incidents, with risk‑based oversight of elevated Priority 3 and 4 incidents. You will translate technical events into clear business impact, risk and recovery updates, ensuring strong incident, RCA and problem management outcomes within GB Technology governance. Responsibilities
- Leading and owning the full lifecycle of P1 and P2 incidents, from declaration to closure
- Maintaining a single, consistent incident narrative across technical teams and senior stakeholders
- Applying risk‑based escalation and decision support as incidents evolve
- Providing targeted assurance and coordination of elevated P3/P4 incidents
- Holding end‑to‑end ownership of RCA and Problem Management, ensuring quality and follow‑through
- Participating in Change and CAB governance, operating within GB Technology processes and ServiceNow Qualifications
- Solid incident command and control capability in enterprise environments
- Ability to translate technical issues into clear business impact and risk
- Confidence in escalation, challenge and stakeholder communication
- Structured, disciplined approach to incident and RCA management
- Experience working within shared governance models Experience & Skills
- Extensive experience in IT Service Management
- Strong background across Incident, Problem and Change processes
- Trusted experience using ServiceNow and ITIL frameworks
- Proven governance, assurance and reporting capability
- Advanced Microsoft skills (Excel, PowerPoint, Word)
- ITIL v4 certification (preferred) Benefits
- Attractive remuneration packaging and flexible hybrid/Work from Home options
- Opportunities for career growth and professional development
- Collaborative environment where your contributions are valued
- Paid Parental Leave, Reproductive leave, birthday leave and purchased lifestyle leave packages
- Peer support program, corporate health insurance discounts and wellness programs
- Staff benefits including additional purchased leave, volunteer leave days, retail discounts and more Compensation and Benefits
- 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
- Novated Leasing opportunities
- Two paid volunteer days annually
- Health Insurance Discounts with our Group Insurance Plan
- Employee Stock Purchase Program
- Paid parental leave Other Benefits
- Flexible and hybrid work arrangements
- Mental Health and Wellbeing Support for yourself and immediate family members
- Employee Recognition Awards and Service Milestone Recognitions
- Peer Support Program
- Annual flu vaccinations
- Access to Reward Gateway‑discount offers at over 350 retailers Application If you are ready to take on this exciting opportunity and make a meaningful impact, submit your application by clicking the apply button. Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. Agency candidates will not be considered. You must have the right to live and work within Australia to be considered for this opportunity. Equal Opportunity Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity, gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer‑employee relationship, including recruiting, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rf3kk