Incident & Problem Manager
Lead incident & problem management and service transition for a premium enterprise client
Drive quality, continuous improvement, and service excellence
6-month fixed term with possible extension
Join a high-performing Managed Services team supporting a premium client environment. This role offers the opportunity to take ownership of Incident & Problem Management end-to-end, and Service Transition while influencing how services evolve, improve and scale.
In this high impact role, you will:
Lead end-to-end Incident & Problem Management, including major incident coordination, stakeholder engagement and bridge leadership.
Own high-quality Post Incident Reviews (PIRs), root cause analysis and reporting to strengthen governance and service outcomes.
Drive continuous improvement by identifying trends, refining processes and enhancing incident response quality.
Coordinate resolution across internal teams and customer stakeholders, supporting smooth transition into BAU.
Manage service transitions in line with customer requirements, ensuring successful transition from project delivery to BAU operations.
About you
Proven Incident & Problem Management experience in enterprise environments, including operational governance and process improvement.
Experience with ITSM processes, including CMDB, Major Incident Management, and knowledge, training, and service catalogue development. Strong root cause analysis capability, with exposure to techniques such as Five Why’s, Kepner-Tregoe or similar.
Excellent stakeholder engagement and communication skills, with the confidence to write clearly for executive audiences.
Technical background, good understanding of all facets of IT – Cloud, Windows, Network, Storage, Security, Applications
Hands-on ITSM tool experience, such as ServiceNow, and a proactive, detail-oriented style that balances authority with collaboration.
Essential Requirements:
Australian Citizenship (required due to client security and contractual obligations)
Ability to obtain and maintain a National Police Certificate
Why Data#3?
Employer of Choice with a supportive, high performing team
ASX200 organisation with a strong people first culture (HEART values)
Recognised as Top 10 Australia’s Best Workplaces in Technology
If you’re looking for a role where you can own outcomes, influence service excellence, and drive meaningful improvements, we’d love to hear from you.
At Data#3, we value diversity, equity and inclusion as key to a thriving workplace. We are committed to building a culture where everyone feels welcome, respected and valued — and we encourage your application.
Data#3 will request, as part of the recruitment process, reference checks, police checks and verification of your right to work in Australia.
REF: KISH114177