Sydney Office, Australia
Hybrid
When you join ASX, you’re joining a company with a strong purpose – to power a stronger economic future by enabling a fair and dynamic marketplace for all.
In your new role, you’ll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.
Want to know why we are a great place to work, click on the link to learn more.
www.asx.com.au/about/careers/a-great-place-to-work
The ASX team brings together talented people from a diverse range of disciplines.
We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.
We’re proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ+ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we’re committed to a fair and inclusive workplace where everyone can thrive.
Lead and evolve the organisation’s IT Service Management and Major Incident Management capabilities to ensure resilient, controlled, and continuously improving technology service delivery.
The IT Service Management and Operations team is responsible for establishing and governing the service management foundations that enable reliable, resilient, and well‑controlled IT services across the organisation.
The function provides enterprise-wide capability across core ITSM disciplines, aligned to recognised frameworks (ITIL, COBIT), supporting the full lifecycle of services:
Service design and transition
Operational service delivery
Incident response and recovery
Service resilience and continuity
Continuous improvement and process maturity
ITSM Practice Leadership:
Lead a number of ITSM practices, driving standardisation, governance, and control adoption across the organisation
Lead and develop ITSM Process Managers, ensuring capability uplift and performance oversight
Own the design, effectiveness, and governance of core ITSM processes
Act as an escalation point for service management risks
Champion a Service Management community of practice
Major Incident Management (Operational Resilience Leadership)
Act as the primary Major Incident Manager, leading major incidents to minimise impact and restore service swiftly
Own the end-to-end major incident lifecycle and execution discipline
Design and embed MIM frameworks, playbooks, and standards
Build a sustainable, scalable, team-based incident response capability
Lead executive communication and align stakeholders during incidents
Align MIM with Business Resilience and Continuity frameworks
IT Incident Management:
Ensure effective incident detection, triage, escalation, and resolution
Maintain governance over incident prioritisation, classification, and restoration targets
Drive consistency and compliance with incident processes across all technology teams
Problem Management:
Lead enterprise capability for root cause analysis and systemic issue resolution
Ensure robust execution of post-incident reviews (PIRs)
Drive identification and remediation of underlying service risks and recurring issues
Embed a proactive problem management culture focused on prevention
IT Change Management:
Govern the change management framework, ensuring controlled and risk-assessed change execution
Ensure adherence to change approval processes, risk controls, and scheduling discipline
Minimise change-induced incidents through effective governance and oversight
Align change practices to service stability and regulatory expectations
Continuous Improvement & Process Maturity:
Drive ITSM capability uplift aligned to industry frameworks (ITIL, COBIT)
Embed continuous improvement and operational excellence
Define and track performance metrics, KPIs, and controls
Act as a trusted advisor and influence stakeholders across Technology, Risk, and Business
Your experience and qualifications
Must have:
Extensive hands-on experience leading and coordinating Major IT Incidents in complex, high-pressure environments
Experience operating in highly regulated environments (e.g., financial services, critical infrastructure)
Strong understanding of risk, control, and audit requirements (ITGC) within IT operations
Proven ability to influence senior stakeholders and technical teams, including managing resistance to change
Ability to translate operational practices into formal policy artefacts, control descriptions and audit-ready documentation
ITIL (v3 or v4) Expert / Managing Professional or equivalent
Knowledge of COBIT, ISO 20000, or similar governance frameworks
Experience with ServiceNow (SNAP) or similar platforms
Experience working alongside Business Continuity / Crisis Management framework
We make hiring decisions based on your skills, capabilities and experience, and how you’ll help us to live our values. We encourage you to apply even if you don’t meet all the criteria of this role.
If you need any adjustments during the application or interview process to help you present your best self, please let us know at careers@asx.com.au.
At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements.
We will arrange for successful candidates to have background checks, including reference and police checks, completed as part of the on-boarding process.
To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.