Senior Change, Problem and Incident Coordinator

Senior Change, Problem and Incident Coordinator
Posted: 31/07/2026

Closing Date: 28/08/2026

Job Type: Permanent - Full Time

Location:

Head Office - Collingwood

Job Category:
Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

As the Senior Change, Problem and Incident Coordinator, this role manages and coordinates activities related to change, problem and incident management processes aligned to ITIL and industry best practice. The role supports stable and reliable IT services by planning and coordinating changes, resolving problems and root causes of recurring issues, and responding to incidents to minimise disruption, restore normal operations and enhance service quality.

We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.

As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.

Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.

We offer flexible working options, competitive salary and 14% super.

Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.

We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.

We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.

We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.

We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

Coordinate the end-to-end lifecycle of change requests, ensuring appropriate assessment, approval, scheduling, communication and governance.

Facilitate Change Advisory Board (CAB) meetings, managing agendas, reviewing submissions, recording outcomes and tracking actions.

Coordinate major incident activities, ensuring timely service restoration, effective stakeholder communication and collaboration across technical teams, service owners and vendors.

Lead problem management activities, facilitating root cause analysis, managing known errors and ensuring corrective actions are tracked through to completion.

Monitor and maintain the quality, accuracy and compliance of change, incident and problem records, ensuring adherence to agreed processes and standards.

Produce reporting and insights on change, incident and problem performance, identifying trends, risks and opportunities for service improvement.

Support governance, audit and risk management activities by maintaining documentation, evidence and compliance with organisational and regulatory requirements.

Build strong relationships across Technology, Information Security, business stakeholders and vendors, driving continual improvement in ITSM processes, service quality and operational resilience.

What you will bring

Strong experience in IT service management and ITIL, COBIT or related certifications highly regarded

Strong communication and stakeholder management skills, with the ability to engage effectively with both technical and non-technical audiences.

Proven ability to plan, coordinate and deliver outcomes while managing competing priorities, timelines and operational demands.

Demonstrated experience in IT Service Management, including change, problem and incident management, with proficiency in tools such as Manage Engine, Service Now or Jira Service Management.

Collaborative approach, building productive relationships across Technology, Information Security, business…