Job Description
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Lead incident & problem management and service transition for a premium enterprise client
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Drive quality, continuous improvement, and service excellence
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6-month fixed term with possible extension
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Join a high performing Managed Services team supporting a premium client setting. 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.
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In this high impact role, you will:
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Lead end-to-end Incident & Problem Management, including major incident coordination, stakeholder engagement and bridge leadership.
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Own high-quality Post Incident Reviews (PIRs), root cause analysis and reporting to strengthen governance and service outcomes.
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Drive continuous improvement by identifying trends, refining processes and enhancing incident response quality.
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Coordinate resolution across internal teams and customer stakeholders, supporting smooth transition into BAU.
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Manage service transitions in line with customer requirements, ensuring successful transition from project delivery to BAU operations.
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About you
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Proven Incident & Problem Management experience in enterprise environments, including operational governance and process improvement.
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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.
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Excellent stakeholder engagement and communication skills, with the confidence to write clearly for executive audiences.
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Technical background, good understanding of all facets of IT - Cloud, Windows, Network, Storage, Security, Applications
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Hands-on ITSM tool experience, such as ServiceNow, and a proactive, detail-oriented style that balances authority with collaboration.
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Australian Citizenship (required due to client security and contractual obligations)
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Ability to obtain and maintain a National Police Certificate
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Why Data#3?
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Employer of Choice with a supportive, high performing team
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ASX200 organisation with a strong people-first culture (HEART values)
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Recognised as Top 10 Australia's Best Workplaces in Technology
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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.
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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.
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Data#3 will request, as part of the recruitment process, reference checks, police checks and verification of your right to work in Australia.

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