Process Manager (ITIL)

Kinetic IT; Canberra; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Growth-focused culture

Hybrid work options

Flexible hours

Wellbeing resources

Employee discounts

Gym membership discount

Job summary

Kinetic IT in Canberra is seeking a Process Manager or Service Management professional with ITIL experience to strengthen Enterprise Service Management processes for a Federal Government customer. You’ll review practices, map processes and drive measurable improvements across change enablement, incident, problem and knowledge management.

You’ll partner with process owners and stakeholders to document workflows, governance and controls, facilitate workshops and ensure practical adoption of

Qualifications

• Experience managing processes in ICT/government environments.
• Ability to develop process maps, procedures and governance documentation.
• Strong stakeholder engagement and workshop facilitation skills.

Responsibilities

• Assess, define and improve Enterprise Service Management processes across Change Enablement, Incident, Problem and Knowledge Management.
• Review workflows and hand-offs to identify gaps, duplication, risks and opportunities.
• Develop and maintain process documentation, maps, roles, responsibilities and guidance.
• Facilitate workshops and stakeholder discussions to build shared understanding and adoption.
• Monitor process performance and propose improvements for efficiency and compliance.

Skills

Process management

Service management

Stakeholder engagement

Job description

Process Manager or Service Management professional (ITIL), who enjoys improving how services are designed, governed and delivered? Join Kinetic IT’s team in Canberra, supporting a Federal Government customer to strengthen Enterprise Service Management (ESM) processes and drive consistent, practical improvements across the service delivery environment.

Working closely with process owners, service teams and key stakeholders, you’ll review current practices, identify gaps and improvement opportunities, and support the development, implementation and ongoing optimisation of clear, effective and measurable ESM processes across change enablement, incident, problem and knowledge management.

This role is based 100% onsite in Canberra and requires an active NV2 Australian Government security clearance. It would suit someone who brings strong process management capability, communicates clearly across technical and non-technical teams, and can build stakeholder support for sustainable service improvements.

What you’ll be doing

• Work with process owners and service teams to assess, define and improve Enterprise Service Management processes, with a focus on Change Enablement, Incident, Problem and Knowledge Management.
• Review existing workflows, controls and hand-offs across these process areas to identify gaps, duplication, risks and opportunities for improvement.
• Develop and maintain clear process documentation, including process maps, procedures, roles, responsibilities and supporting guidance.
• Facilitate workshops and stakeholder discussions to build shared understanding, confirm requirements and support process adoption.
• Support the implementation, governance and ongoing optimisation of change enablement, incident, problem and knowledge management processes, ensuring they remain practical, consistent and aligned to service outcomes.
• Monitor process performance, analyse trends and feedback, and recommend improvements that strengthen efficiency, compliance and the user experience.

What we’re looking for

• Australian Citizenship and an active high level Australian Government security clearance (NV2).
• Strong experience as a Process Manager or within Service Management, providing trusted guidance, support and improvement of processes across complex ICT, government or enterprise environments.
• Experience developing process maps, procedures, governance documentation and measurable process controls.
• Confident stakeholder engagement and workshop facilitation skills, with the ability to work effectively across technical and non-technical teams.

About Kinetic It

Kinetic IT delivers secure, high-impact technology services across cyber security, cloud, digital infrastructure, intelligent workplace and IT service management. For more than 25 years, we’ve supported critical organisations across government, infrastructure, education, law enforcement, defence, emergency services, utilities and transport.

Be You, Create the Future

Our work matters because it helps keep essential services running, communities connected and customers confident in their technology. With 1,500+ people across Australia, we combine national capability with a local, customer-led approach.

We welcome people of all abilities, backgrounds, cultures and genders, and are proud to be an Indigenous and Veteran-friendly employer.

• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• 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.
• Other Perks - Access to our employee discounts platform, discounted gym membership and more.