Incident Manager & ITSM Governance Officer

Incident Manager & ITSM Governance Officer

At Kmart it’s not just what you do, it’s who you are that makes every day living brighter.

You’ll be joining a diverse team who come together to collaborate globally around tech. With six purchases made every second, you’ll feel the impacts of the work you’ll do for our millions of customers every day.

We’re focusing on being a customer-led, digitally enabled retailer. Our teams are working with really cool tech from AI/machine learning, IoT, cloud first solutions, to 3D virtual reality product checks and human sized robots named Tory. Join our team, choose your own path and work on projects that excite you.

Technology at Kmart powers everything from stores and distribution centres through to ecommerce, supply chain, and support office operations. When critical services are disrupted, our Service Delivery team plays a vital role in restoring service quickly, minimising impact, and helping the business stay operational.

We're looking for a Service Delivery Analyst to join a newly formed team focused on Incident Management and IT Service Management (ITSM) Governance. This role combines two highly connected disciplines: leading the response to major incidents when they occur, and strengthening the governance, processes, and controls that help prevent them from happening again. You'll work across a broad range of stakeholders, bringing structure during high-pressure situations while driving continual improvement across our technology environment.

This is a great opportunity for someone who enjoys collaboration, facilitation, and bringing people together around a common outcome. You'll gain exposure to major enterprise platforms, participate in a rotating on-call roster, and play an important role in improving the reliability and resilience of technology services across Kmart Group.

What you’ll be doing

• Leading the coordination and response to major incidents, bringing together resolver groups, vendors, and business stakeholders to restore services as quickly as possible.
• Chairing incident bridges, managing communications, maintaining incident timelines, and ensuring key stakeholders remain informed throughout the incident lifecycle.
• Facilitating post-incident reviews, root cause analysis activities, and tracking improvement actions through to completion.
• Supporting the organisation's Problem Management uplift by identifying recurring issues and opportunities to improve service reliability.
• Monitoring adherence to ITSM processes and governance standards, helping improve data quality, reporting, and operational discipline across ServiceNow and related platforms.
• Preparing governance reporting, dashboards, trend analysis, and service review materials for technology stakeholders and leadership teams.
• Working closely with internal technology teams and external vendors to strengthen operational resilience and service performance.
• Contributing to service improvement and AI-enabled operational initiatives that enhance efficiency and reduce support overheads.

To be successful in this role you’ll have:

• Experience in Incident Management, Major Incident Management, Service Delivery, IT Operations, or a similar ITSM-focused role.
• A strong understanding of ITIL principles, particularly Incident, Problem, Change, and Service Management processes.
• Experience coordinating cross-functional teams and driving outcomes during time-critical situations without direct authority.
• Strong communication and facilitation skills, with the ability to translate technical issues into clear business language.
• Experience producing operational reporting, governance artefacts, trend analysis, or service management insights.
• A structured, analytical approach to problem solving, root cause analysis, and continual service improvement.
• Experience using ServiceNow or similar ITSM platforms is highly regarded.
• Exposure to retail, ecommerce, supply chain, logistics, or other large-scale customer-facing environments is advantageous.
• The ability to work within an on-call rotation and remain calm, organised, and decisive during high-pressure incidents.

Perks and benefits we’ll offer you:

• Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy, spending 60% of your week in our National Office
• We’ll provide multiple ways for you to learn from online micro-credentialing in Udemy, support to gain certifications to tech community events and more.
• Great career opportunities across the broader Wesfarmers Group.
• We offer inclusive leave and ongoing support for team members of all backgrounds and family circumstances.
• Free onsite parking when you’re required to come into the office.
• We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program.
• A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks.
• A free OnePass membership offering free delivery across Kmart &Target on eligible products.
• Access to the Brighter Benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health – with over 60 suppliers!
• Reflection room, space for prayer, meditation, or time for yourself.
• Wesfarmers is Kmart’s parent company and each year eligible employees can elect to purchase shares through a salary sacrifice arrangement.

A place you can belong

We celebrate the rich diversity of the communities in which we operate. We are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected and safe, and strive to ensure our recruitment process is accessible and welcoming, with applications encouraged from all candidates.

Kmart Group Employees who wish to be considered for this role, must be enrolled in the MySkills Program and have completed the self-assessment.

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