Major Incident and Problem Manager | SYD

Datacom; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Paid parental leave

Employee assistance (DataCare)

Ongoing learning and certifications

Career development opportunities

Employee discounts

Job summary

Datacom is seeking an ITSM Specialist in Sydney to drive operational ITIL processes across change, incident, problem, release, configuration and capacity management. You will work with cross-functional teams to optimise service delivery and outcomes.

You will bring 3+ years in ITSM, strong communication, stakeholder management and a passion for process improvement. This role may involve on-call duties and collaboration with government and enterprise clients.

Qualifications

• 3+ years in ITSM across change, incident, problem, release, configuration and capacity management.
• Strong process focus and ITIL knowledge.
• Excellent communication and stakeholder management skills.

Responsibilities

• Adhere to ITIL processes and drive continuous improvement.
• Coordinate cross-team activities and manage incidents and problems.
• Support reporting and service performance reviews.
• Assist in major incident handling and change governance.

Skills

ITSM experience

ITIL

Stakeholder mgmt

Communication

Analytical skills

Tools

Cherwell

ServiceNow

Remedy

Job description

About us

At Datacom, we combine technology,expertise, and talented people to helporganisationsthrive 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.

Whetherwe'resupporting governments, enterpriseorganisations, or growing businesses,we'recommitted 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 whereyou'llbe supported to grow your career,prioritiseyour wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits,we'recommitted to helping our people thrive both professionally and personally.

We'repassionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whetheryou'redeveloping new skills, tackling complex challenges, or collaborating with some of the best minds in the industry,you'llbe 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 AssistanceProgramme(DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognitionprogrammesthat celebrategreat work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact