Incident & Problem Manager

Job Description

Join a high-performing Managed Services team supporting a premium enterprise client environment. This role offers the opportunity to lead end-to-end Service Transition activities, ensuring the successful integration of new and changed services into operational support. You'll also provide governance and oversight for Incident and Problem Management processes to help maintain service quality and continuous improvement.

In this high-impact role, you will:

Service Transition Leadership

• Lead the transition of new and changed services from project delivery into Business-as-Usual (BAU) operations.
• Develop and execute Service Transition plans aligned with customer requirements and ITIL best practices.
• Coordinate cross-functional teams across project, operations, security, engineering, and service management functions to ensure successful service onboarding.
• Facilitate operational readiness activities, including support model definition, process alignment, documentation, service catalogue updates, knowledge transfer, and training.
• Ensure all transitioned services meet agreed supportability, governance, compliance, and operational acceptance criteria.
• Maintain and improve Service Transition frameworks, templates, and governance processes.
• Manage risks, dependencies, and stakeholder communications throughout the transition lifecycle.

Service Improvement & Governance

• Drive continual service improvement initiatives by identifying opportunities to enhance service quality, supportability, and customer experience.
• Support CMDB integrity, service catalogue maturity, knowledge management, and operational documentation standards.
• Produce transition governance reports and provide updates to both customer and internal stakeholders.

Incident & Problem Management (Supporting Responsibility)

• Provide governance and oversight of Incident and Problem Management processes.
• Support Major Incident coordination when required, ensuring effective communication and stakeholder engagement.
• Facilitate Post Incident Reviews (PIRs) and root cause analysis activities following major service disruptions.
• Analyse incident and problem trends to identify improvement opportunities and reduce operational risk.
• Work with technical teams to implement corrective and preventative actions arising from Problem Management activities.

About You

• Demonstrated experience leading Service Transition activities within complex enterprise IT environments.
• Strong understanding of ITIL Service Management practices, particularly Service Transition, Change Enablement, Knowledge Management, Configuration Management, Release Management, and Service Validation & Testing.
• Experience coordinating service onboarding, operational readiness, and project-to-operations handovers.
• Familiarity with Incident, Major Incident, and Problem Management processes and associated governance activities.
• Strong stakeholder management, facilitation, and communication skills, with the ability to engage effectively across technical, operational, project, and executive audiences.
• Excellent documentation and reporting skills, including the ability to develop transition plans, operational acceptance criteria, and executive-level updates.
• Technical understanding across Cloud, Infrastructure, Networking, Security, End User Computing, and Applications.
• Experience using ITSM platforms such as ServiceNow.

Desirable Qualifications & Experience

• ITIL v4 Foundation (essential).
• ITIL Managing Professional or ITIL Strategic Leader certifications (highly regarded).
• Experience in managed services or outsourced IT environments.
• Experience working with enterprise customers in highly governed or regulated environments.
• Formal project or service management qualifications (PRINCE2, Agile, PMP, or equivalent) would be advantageous.

Essential Requirements

• Australian Citizenship (required due to client security and contractual obligations).

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

Data#3 will request as part of the recruitment process reference checks and verification of your right to work in Australia. All final applicants for this position will be asked to consent to a police check. Please note that applicants with criminal records will not automatically be excluded from the recruitment process. Each application will be considered on its merits and inherent requirements of the role.