Major Incident Manager

Babcock International Group, the aerospace and defence company, has been trusted to deliver bespoke, highly-skilled engineering services for over a century. With revenue of around AU$9.5 billion in 2018/19, we help customers improve the capability, reliability and availability of their most critical assets within our four market sectors of Marine, Land, Aviation, and Nuclear, underpinned by a deep understanding of technology integration, unique infrastructure, and specialist training.

In Australia and New Zealand, Babcock operates nationally, employing over 1000 talented people. Operating across aviation, marine, oil and gas, mining and construction, cyber security, defence, communications, emergency services and engineering consultancy, we support our customers’ technical, programme and complex platform requirements through our proven processes, systems and people. In many ways, we are the brand behind the brand. You may not always see our logo, but we are behind the scenes using specialist skills and knowledge to facilitate our client’s operational requirements.

A global solution being delivered locally.

We currently have a newly created, exciting opportunity for a suitably qualified and experienced Major Incident Manager. This role is responsible for the effective management of all areas of the Major Incident Management and Service Desk processes.

To oversee the day to day execution of the IT Service Delivery Major Incident Management process and policy and management of Service Desk function.

Responsible for managing the lifecycle of all Major Incidents ensuring process conformity, with the aim of resolving incidents and preventing problems.

Instigate changes to reduce IS downtime, understand where work can be handled more efficiently, cheaper or better.

Co-Ordinate Babcock IS project activities across the Australian Service Delivery function.

Overall oversight of the Babcock IS service desk maintaining KPI’s and standards working closely with the service desk manager in the UK.


In order to succeed in this role, you will be able to:

  • Ensure that the business impact of the Major Incidents is fully understood so this work can be easily prioritised

  • Chair major incident review meetings where required to ensure the focus of all relevant parties

  • Work with 3rd party service providers where necessary to drive resolution

  • Own / issue communications during Major Incidents including reporting to senior stakeholders

  • Fully manage Major Incidents through to resolution escalating where required and working with technical teams and Business Continuity where required

  • Facilitate required project related tasks including but not limited to: Stakeholder meetings, Procurement activities, prioritising service delivery teams project work and reporting issues with reporting or technical issues to the projects respective PM’s.

  • Managing shift patterns and rota’s for service desk personnel

    About You

    This role will align with an experienced cross-functional Business Solutions Incident or Problem management professional that has a proven record of accomplishment of delivery within a complex technical environment and will have ITIL Practitioner or Expert (desirable). Technical qualifications desirable (Cisco, Microsoft etc.) Experience in trend analysis and proactive problem management. Experience managing senior stakeholders. Experience writing reports for senior stakeholders and presenting report findings verbally. Extensive experience working in large scale enterprise environments. Excellent communication skills and people relationship skill. Extensive experience working in large scale enterprise environments. Flexible approach to hours as work shifts are between 07.30am –17.30pm, Monday – Friday. Required to perform the role of Major Incident Manager, on-call 24/7, 1 week in 5.


    About Us

    In return Babcock offers a supportive and engaging environment where you have the opportunity to drive change and the autonomy to deliver operational excellence and best practice within a global organisation that has an enviable reputation for delivering excellence. Central to Babcock’s core values are those of health, safety, environment, and diversity, so if you would like to be part of an exciting and engaged team, please register your interest via the ‘Apply Now” button below.

    Applicants must be eligible for an Australian Defence Security Clearance.




Job no: J2G191801

Location: Adelaide - SA

Closing Date: Saturday, 7 December 2019