Production Services Lead - Major Incident Management

Join us and experience Bunnings from the other side of the counter!

What’s in it for you when you’re part of our team:

• Team discount at Bunnings and other Wesfarmers brands including Kmart, Target and Officeworks to name a few

• Free standard OnePass membership

• Access to over 100+ exclusive team member benefits across health, shopping, travel and stay, wealth, work and leave

• 12 weeks paid parental leave, regardless of gender

• Fun stuff like annual festive gifts, discounted food and drinks at our Bunnings Cafe, and travelling store team member opportunities

• We’re genuinely invested in your career and no matter where you start with us, that pathway is yours to build

We’re looking for a skilled Production Services Lead with strong expertise in Incident and Major Incident Management to lead our dedicated team at Bunnings.

About the role
If you’re passionate about leading technology services that keep a business running smoothly, this is your chance to make a real impact. At Bunnings, we’re building the best experience for our customers and team members – and our Technology team makes it happen. In this role, you’ll take the lead in ensuring our production services are reliable, resilient and ready to support the business every day. You’ll work closely with senior leaders and talented tech teams to shape strategies, drive improvements and keep critical systems performing at their best. Inspiring you to give it a red-hot go is what we’re all about.

What’s involved
This isn’t just about managing incidents – it’s about leading change and creating pathways that are yours to build. You’ll:

• Champion the Incident and Major Incident Management process, ensuring smooth resolution and clear communication when it matters most.
• Be the key link between Technology and the business during major incidents, coordinating resources and updates to restore critical services quickly.
• Drive enhancements to our ServiceNow platform and broader service management initiatives, taking advantage of AI initiatives to help us work smarter and faster.
• Play an active role in the Change Advisory Board, making sure technology changes are delivered safely and securely.
• Lead problem management and automation initiatives to prevent issues before they happen.
• Partner with product owners and project managers to ensure seamless transitions from project to support.
• Influence senior leaders and embed ITSM best practice across the organisation.

About you
You are a confident and experienced leader who excels in complex environments. You balance technical expertise with strategic vision and build trust and alignment across diverse teams. Collaboration comes naturally to you, and you are driven by the opportunity to make a meaningful impact. You’ll be part of a supportive, down-to-earth team that values curiosity, continuous improvement and mutual success. You have the ability to influence senior stakeholders, manage complex programs and combine strategic thinking with hands-on execution in incident management.

You will additionally have:

• 5+ years' experience managing major incidents within large enterprise technology environments.
• In-Depth Understanding of ITIL service management with a focus on Incident and Major Incident Management.
• Experience with ITSM frameworks and tools particularly ServiceNow and CSDM is highly desirable.
• ITIL Certificate 4 is required.
• Relevant qualifications in IT or related fields; Agile or PRINCE2 certifications are highly regarded

Ready to join us?
Apply now and help us shape what’s next for technology at Bunnings. There are a million ways to make an impact – this could be yours.

Please note that due to the Christmas and New Year holidays applications may not be reviewed or processed until after January 7th, 2026.

You’ll be part of a workplace where you’ll feel like you belong.

We love the diversity across our teams, brought together in an inclusive culture guided by our values. We welcome applications from individuals of all ages, cultural backgrounds, abilities, sexual orientations, and gender identities. We strongly encourage Aboriginal and Torres Strait Islander peoples to apply and join us in shaping a workplace that celebrates First Nations voices, perspectives, and contributions. Please note, you must be age 15 or over to apply for a role at Bunnings.

We’re all about fairness at Bunnings, and our team’s here to support you every step of the way. If you need any adjustments, just let us know - we’re here to help. If you’ve got the experience, skills, and drive to grow - but don’t quite nail every part of the job description - we still want to hear from you. For support, contact us at [email protected].

Bunnings reserves the right to close job advertisements at any time, so we encourage you to apply early. We do not accept unsolicited resumes from recruitment agencies, as we have a dedicated internal Talent Acquisition team managing all hiring processes.

About Us

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand. We're proud to support project builders, commercial tradespeople and the housing industry through our network of stores, trade centres, frame and truss sites and online.

At Bunnings, our purpose is simple: we’re here to inspire people to have a red hot go! Whether that's backing our team to grow, supporting customers to take on new projects, or helping communities make a real difference. By joining our passionate and diverse team, you will be part of a culture that encourages you to roll up your sleeves and build something great together. If you’re ready to have a go, apply today.

Please note if you are offered a role with us, background checks may be required. This can include police, employment, medical and qualification checks. If a police check search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.