Process Manager - Change, Problem & Incident

Kinetic IT; Canberra; On-site; AUD 120,000 - 160,000; Full time

Job summary

Kinetic IT is recruiting a Process Manager to work with a Federal Government client, focusing on Change Management and Major Incident Management within an enterprise SIAM framework. This permanent, full-time role is based onsite in Canberra, ACT, and requires active government clearance.

You will lead ITSM processes, coordinate Major Incident efforts, and liaise with both technical and non-technical stakeholders to align goals and governance across the program.

Qualifications

• Hold ACTIVE status & maintain a high level Government Security Clearance.
• Experience in Change Management or Major Incident Management.
• Strong documentation and clear writing skills for processes and work instructions.
• Confident and experienced in stakeholder collaboration to build influential relationships and lead forums and meetings.
• Experience of overseeing & managing process execution in an ITIL-aligned IT Service Management environment.
• ITIL and/or SIAM certifications.

Responsibilities

• Lead and manage ITSM processes, with a strong focus on Change and Incident Management.
• Coordinate and drive Major Incident Management efforts, ensuring clear stakeholder communication.
• Act as a strategic partner, communicating vision, goals, and expectations to both technical and non-technical stakeholders.
• Provide guidance and support to the team, fostering a collaborative environment focused on achieving account and team objectives.
• Manage competing priorities effectively, remaining solution-focused under pressure.

Skills

Change Management

Major Incident Mgmt

Documentation

Stakeholder Mgmt

ITIL

SIAM

Governance

Job description

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Categories

• Service Management 1

Employment type

• Full Time 1

Locations

ACT

• Canberra 1

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Process Manager - Change, Problem & Incident

About The Role

We are currently recruiting a Process Manager to work in association with our Federal Government customer as we lead their enterprise Service Integration & Management (SIAM) framework. With a focus on Change Management and project governance this role will be key in ensuring alignment and consistency to both the customer and the wider SIAM environment.

This is a permanent, fulltime position based onsite in Canberra, ACT.

Responsibilities will include:

• Lead and manage ITSM processes, with a strong focus on Change and Incident Management.
• Coordinate and drive Major Incident Management efforts, ensuring clear stakeholder communication.
• Act as a strategic partner, communicating vision, goals, and expectations to both technical and non-technical stakeholders.
• Provide guidance and support to the team, fostering a collaborative environment focused on achieving account and team objectives.
• Manage competing priorities effectively, remaining solution-focused under pressure.

What you’ll bring to the table:

• Hold ACTIVE status & maintain a high level Government Security Clearance
• Previous experience in Change Management or Major Incident Management.
• Strong documentation and clear writing skills for processes and work instructions
• Confident and experienced in stakeholder collaboration to build influential relationships and lead forums and meetings.
• Experience of overseeing & managing process execution in an ITIL-aligned, IT Service Management environment.
• High level interpersonal and relationship management skills
• ITIL and/or SIAM certifications

About Kinetic IT

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 25 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport

Be You, Create the Future

At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact.

With over 1,500 talented people working across Australia, we deliver world-class capabilities with a local touch – helping shape the future of tech, here and beyond.

We value individuality and foster an inclusive culture where you’re safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.

As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We’re proud to be an Indigenous and Veteran-friendly employer.

The Kinetic IT Difference

• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub.
• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together – Social events, cultural celebrations, end‑of‑year functions and more.
• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.
• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub.
• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together – Social events, cultural celebrations, end‑of‑year functions and more.
• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.