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