Major Incident and Problem Manager | SYD

Description About us At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About The Role Our IT Service Management team are a passionate bunch, and we genuinely care about maximising the service we deliver to our clients. If you get a real kick out of positively impacting some of Australasia’s brightest organisations, read on!

As an ITSM Specialist, you are accountable for the management of the everyday operations within our Managed IT Service Management practice. This role requires a detailed view across the ITIL landscape, with the ability to work within different ITIL streams with minimal oversight.

To be successful in this role, you will require Australian Citizenship due to customer requirements and existing Baseline or NV1 Clearances will be highly regarded. What You’ll Do At the moment, as ITSM Specialist you will be focused on:

• Adherence to the Datacom ITIL processes and procedures
• Drive ongoing improvement and innovation
• Inter team flexibility
• Relationship Management
• Operational Reporting.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What You’ll Bring You will have extensive IT industry experience, with at least 3 years’ experience in an ITSM role – across a mix of change, incident, problem, release, configuration, and capacity management. Ideally you will have managed mid to large contracts for the delivery of IT services, with a strong track record of achieving high customer satisfaction. You will be passionate about ITIL, be a very strong process management all-rounder with a sound understanding of technical concepts and frameworks. Along with exceptional communication, stakeholder management and analytical skills, and be comfortable working in sometimes stressful environments.

The following will be highly desirable:

• Experience running Major Incidents for IT managed service provider
• Exposure to ITSM tools including Cherwell, ServiceNow and Remedy
• Government security clearances, Baseline and/or NV1
• Willingness to participate in team on call roster

Culture And Benefits Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.

We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Paid parental leave
• 24/7 Employee Assistance Programme (DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognition programmes that celebrate great work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact