- 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 solid 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

📌 Incident & Problem Manager (Melbourne)
🏢 Data#3
📍 Melbourne