SIAM Process Manager Problem Manager

About The Role:

Were looking for an experienced SIAM Process Manager Problem Manager to join the team.

In this role youll be responsible for leading and managing the full Problem Management lifecycle to ensure the smooth and efficient delivery of IT services to the customer. Youll 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. Youll also need to be ahead of the curve and identify and address problems before they arise.

Youll 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 Youll 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 weve partnered with some of Australias 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 were driven by a shared passion for technology customer success and community impact.

With over 1500 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 youre 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. Were 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.

How To Apply

Work with us as we bring technology to life. Apply today or send your CV direct to . QUOTE:WWREQ0034894

You can learn more about our culture and crew online at Experience:

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