Process Manager

4 weeks ago

Canberra, ACT, Australia Kinetic IT Full time
Process Manager (Incident, Change and Problem)

Kinetic IT Canberra, Australian Capital Territory, Australia

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Process Manager (Incident, Change and Problem)

Kinetic IT Canberra, Australian Capital Territory, Australia

6 days ago Be among the first 25 applicants

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About The Role

Looking for an experienced Process Manager (Incident, Change & Problem) to join our team. This is a Permanent Full-time role based on customer site in Brisbane or Canberra, offering a hybrid work model of in-office and remote work.

We seek a highly skilled Process Manager with a strong understanding of ITSM and ITIL frameworks, especially across Service Operations, Service Design, and Continual Service Improvement (CSI) lifecycle. The ideal candidate will have proven experience in business analysis, including requirements gathering, process mapping, and translating business rules into actionable, measurable activities.

Key Responsibilities
  • Lead and manage ITSM processes, focusing on Incident, Request, Major Incident, Problem, and Change Management.
  • Coordinate and drive Major Incident Management efforts, ensuring effective stakeholder communication.
  • Act as a strategic partner, communicating vision, goals, and expectations to technical and non-technical stakeholders.
  • Provide guidance and support to the team, fostering collaboration to meet objectives.
  • Manage competing priorities effectively, remaining solutions-focused under pressure.
Requirements
  • Current minimum Government Clearance.
  • At least 2 years of experience leading ITSM processes, including Incident, Request, Major Incident, Problem, and Change Management.
  • Experience developing and delivering enterprise-wide communications during high-impact incidents.
  • Ability to coordinate Major Incident Management efforts for rapid service restoration and thorough reviews.
  • Strong communication and interpersonal skills to work effectively with diverse stakeholders.
  • Ability to work under pressure and manage multiple priorities.
  • Experience driving Problem Management activities, root cause analysis, managing known errors, and implementing solutions.
  • ITIL certification (Foundation or higher) preferred.
About Kinetic IT

We are a market leader in delivering high-quality technology solutions to large organizations across public, private, and government sectors. As an Australian-owned company, we pride ourselves on exceptional service, employee development, and community contribution. Our 1,300+ team members are committed to growth and excellence.

The Kinetic IT Difference
  • Flexible work arrangements, paid parental leave, social events, and tailored benefits.
  • Vendor Exam Support, ITIL V4 Training, and Communities of Practice.
  • Professional development reviews every 6 months with monthly follow-ups.
  • An inclusive, respectful culture where everyone's voice matters.
How To Apply

If you meet the criteria, visit our website at Kineticit.com.au to learn more. To apply, click the 'Apply' button or send your CV to careers@kineticit.com.au, quoting reference WWREQ0029796. We look forward to hearing from you

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