SIAM Process Manager - Problem Manager

Kinetic IT; City of Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Job summary

Kinetic IT is seeking an experienced SIAM Process Manager– Problem Manager to lead the end-to-end Problem Management lifecycle, driving proactive investigations and coordinating with Incident and Change Management. You will raise and track problem records, conduct root-cause analyses, and ensure effective permanent solutions with cross-functional teams.

The role requires strong communication, ITIL knowledge, and hands-on ServiceNow and reporting skills; hybrid work in Melbourne/Sydney with a

Qualifications

• Experience leading end-to-end Problem Management within ITSM/SIAM.
• Hands-on ServiceNow experience essential; BI reporting a plus.
• ITIL Foundation knowledge is advantageous; strong ITSM understanding.

Responsibilities

• Own and manage the end-to-end Problem Management lifecycle.
• Identify trends, incidents, and risks requiring proactive investigation.
• Raise, track, and manage problem records to resolution.
• Lead root-cause analyses and post-incident reviews.
• Coordinate technical teams to implement permanent solutions.
• Document known errors, workarounds, and lessons learned.
• Ensure compliance with ITIL and governance requirements.
• Collaborate with cross-functional teams and customer reps.

Skills

Problem Management

ITSM

ITIL

Stakeholder management

ServiceNow

Power BI

Communication

Tools

ServiceNow

Power BI

Job description

About The Role

We’re looking for an experienced SIAM Process Manager– Problem Manager to join the team.

In this role, you’ll be responsible for leading and managing the full Problem Management lifecycle to ensure the smooth and efficient delivery of IT services to the customer. You’ll be leading problem review meetings, maintaining records and documentation, engaging with stakeholders, and writing reports, so having the ability to communicate well both verbally and in writing is important. Along with this, the ability to explain technical concepts in simple, understandable business language is necessary to be successful. Communication overall is important for this role. You’ll also need to be ahead of the curve and identify and address problems before they arise.

You’ll work closely with a collaborative team across Incident Management and Change Management. This role is Monday to Friday, with no on-call requirements, and offers hybrid working. This opportunity is open to candidates based in Sydney and Melbourne.

As Process Manager, You Will:

• Own and manage the end-to-end Problem Management lifecycle, ensuring problems are effectively identified, investigated, resolved, and closed.
• Identify trends, recurring incidents, and emerging risks that require proactive problem investigation.
• Raise, prioritise, track, and manage problem records through to successful resolution.
• Lead root cause analysis, problem review meetings, and post-incident reviews, ensuring outcomes and lessons learned are captured.
• Challenge assumptions and drive evidence-based investigations, ensuring root causes and corrective actions are clearly identified.
• Ensure known errors, workarounds, resolutions, and lessons learned are accurately documented and effectively communicated.
• Coordinate technical teams, service providers, and project teams to implement permanent corrective and preventive solutions, while monitoring actions through to completion.
• Drive service reliability, operational resilience, and continuous improvement through effective Problem Management practices.
• Ensure compliance with business, contractual, ITIL, governance, and process requirements.
• Build strong relationships and collaborate with cross-functional teams, technical stakeholders, service providers, and customer representatives to achieve high-quality outcomes.

What You’ll Bring To The Table

• Proven experience managing the end-to-end Problem Management process within a complex ITSM or SIAM environment.
• Strong hands‑on experience with ServiceNow is essential, with Power BI experience advantageous.
• ITIL Foundation certification is advantageous, along with a solid understanding of IT Service Management (ITSM)
• Excellent verbal and written communication skills.
• Strong documentation and reporting skills.
• A proactive mindset, strong attention to detail, and the ability to manage competing priorities.
• A collaborative and customer‑focused approach, with strong stakeholder management and relationship‑building skills.

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.
• Other Perks- Access to our employee discounts platform, discounted gym membership and more.