At EBOS Group, our portfolio of businesses is built on the trusted role our 5700+ people play in supporting the health and wellbeing of people and pets across Australia, New Zealand, Southeast Asia and Hong Kong across 133 locations.

We are the largest and most diversified Australasian marketer, wholesaler and distributor of healthcare, medical and pharmaceutical products and a leading manufacturer, marketer and distributor of Animal Care brands.

From remote rural towns to global cities, in times of emergency and when experience matters, we aim to be there - keeping essential products moving and backing better outcomes for millions.

EBOS Group is publicly listed on the New Zealand and Australian stock exchanges.

At EBOS Group, our portfolio of businesses is built on the trusted role our 5700+ people play in supporting the health and wellbeing of people and pets across Australia, New Zealand, Southeast Asia and Hong Kong across 133 locations.

We are the largest and most diversified Australasian marketer, wholesaler and distributor of healthcare, medical and pharmaceutical products and a leading manufacturer, marketer and distributor of Animal Care brands.

From remote rural towns to global cities, in times of emergency and when experience matters, we aim to be there - keeping essential products moving and backing better outcomes for millions.

EBOS Group is publicly listed on the New Zealand and Australian stock exchanges.

The Role

You will play a critical role in how EBOS responds to, manages, and learns from technology disruptions and service issues.

From coordinating major incident responses and senior stakeholder communications, through to leading Post Incident Reviews, Problem Management activities, root cause investigations, known error management,



and preventative actions, you will be responsible for helping create a more resilient, reliable, and effective technology environment.

You will also oversee Change Management governance, facilitate Change Advisory Board (CAB) activities, assess risk and impact, and work with stakeholders across the organisation to ensure technology changes are delivered safely and successfully. In addition, you will drive the maturity of the Problem Management process, ensuring recurring issues are identified, investigated, and resolved through structured analysis and continual service improvement.

Reporting to the Senior Manager, Service Assurance, this role sits within Core Technology Services and works closely with teams across the broader technology function and business operations. The position is based in Docklands, Melbourne and participates in a 24/7 on-call roster.

What You’ll Be Doing

- Lead and coordinate major incident responses, ensuring clear communication and effective stakeholder management.
- Facilitate Post Incident Reviews, root cause investigations, problem records, and continuous improvement initiatives.
- Drive improvements across Incident, Problem, and Change Management processes, governance, reporting, and process maturity.
- Chair and facilitate Incident, Problem, Change Advisory Board (CAB), and service review forums.
- Identify,



investigate, and manage recurring incidents and service trends through structured Problem Management practices.
- Maintain the Known Error Database (KEDB), ensuring known errors, workarounds, corrective actions, and preventative measures are documented, tracked, and communicated.
- Lead root cause analysis activities and coordinate cross‑functional teams to implement sustainable resolutions and reduce repeat incidents.
- Monitor process performance, SLA adherence, recurring incident trends, and operational outcomes through reporting and analysis.
- Develop and report on key Problem Management metrics, including recurring incidents, aged problems, root cause completion, and reduction of service disruptions.
- Support technology readiness and response activities associated with business emergency management exercises.
- Coach and support Incident Managers, Problem Managers, Change Managers, and on‑call participants in ITSM best practices.
- Partner with technology teams, vendors, and business stakeholders to identify systemic risks and drive preventative improvements.
- Identify opportunities to improve service management practices, reduce manual effort, increase operational effectiveness, and enhance service resilience.

What You’ll Bring

You are an experienced service management professional who can confidently lead through complex situations while maintaining focus on long‑term improvement.

You’ll bring:

- Demonstrated experience in major incident management, problem management and/or change management within a corporate or enterprise environment.
- ITIL certification and strong practical knowledge of IT Service Management p

📌 IT Incident and Change Manager (Melbourne)
🏢 EBOS Group
📍 Melbourne