IT Incident & Service Governance Lead (Adelaide)

Introduction At Gallagher Bassett, we’re there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. Overview About the Role: 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 the 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, while ensuring strong incident, RCA and problem management outcomes within established GB Technology governance. How you'll make an impact On a day to day basis, you will be responsible for:
- 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 About you What You’ll Bring
- Strong 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 We offer:
- Attractive remuneration packaging & flexible work arrangements, including hybrid and Work from Home options
- Opportunities for career growth and professional development
- A collaborative environment where your contributions are valued
- Paid parental leave, reproductive leave, birthday leave and purchased lifestyle leave packages
- A dedication to your wellbeing through our peer support program, corporate health insurance discounts and wellness programs
- Staff advantages including additional purchased leave, volunteer leave days, retail discounts and more! Other benefits include:
- 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! Inclusion and diversity Inclusion and diversity (I "D") is a core part of our business, and it’s embedded into the fabric of our organization. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. 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 a wide range of protected characteristics. Equal employment opportunity will be extended in all aspects of the employer–employee relationship, including recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ru97j