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. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.
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:
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Leading and owning the full lifecycle of P1 and P2 incidents, from declaration to closure
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Maintaining a single, consistent incident narrative across technical teams and senior stakeholders
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Applying risk‑based escalation and decision support as incidents evolve
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Providing targeted assurance and coordination of elevated P3/P4 incidents
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Holding end‑to‑end ownership of RCA and Problem Management, ensuring quality and follow‑through
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Participating in Change and CAB governance, operating within GB Technology processes and ServiceNow
About you
What You’ll Bring
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Strong incident command and control capability in enterprise environments
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Ability to translate technical issues into clear business impact and risk
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Confidence in escalation, challenge and stakeholder communication
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Structured, disciplined approach to incident and RCA management
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Experience working within shared governance models
Experience & Skills
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Extensive experience in IT Service Management
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Strong background across Incident, Problem and Change processes
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Trusted experience using ServiceNow and ITIL frameworks
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Proven governance, assurance and reporting capability
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Advanced Microsoft skills (Excel, PowerPoint, Word)
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ITIL v4 certification (preferred)
Why Gallagher Bassett?
At Gallagher Bassett, we pride ourselves on fostering a supportive and inclusive workplace culture.
We offer:
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Attractive remuneration packaging & flexible work arrangements including flexible hybrid/Work from Home options
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Opportunities for career growth and professional development
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A collaborative environment where your contributions are valued
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Paid Parental Leave, Reproductive leave, birthday leave and purchased lifestyle leave packages
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Collaborative working environment – friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities
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A dedication to your wellbeing through our peer support program, corporate health insurance discounts and wellness programs
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Staff benefits including additional purchased leave, volunteer leave days, retail discounts and more!
How to Apply
If you are ready to take on this exciting opportunity and make a meaningful impact, we would love to hear from you!
Please submit your application by clicking Apply for this Position.
Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
Agency candidates will not be considered for this position. You must have the right to live and work within Australia to be considered for this opportunity.
Apply now and join a team that makes a difference!
Compensation and benefits
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.
Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:
- 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
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Novated Leasing opportunities
- Two paid volunteer days annually
- Health Insurance Discounts with our Group Insurance Plan
- Employee Stock Purchase Program
- Paid parental leave
Other benefits include:
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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!
- And more...
We value 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. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.
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. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.
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 race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.
Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
