Senior Problem Manager

Our purpose

Here at Datacom, we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

Our team

This is an excellent opportunity for someone keen for the next step in their Service Delivery career, joining a fantastic team of peers with a chance to learn from some of the best! You will be part of our extensive Customer Delivery business who support each other working collaboratively across locations.

About the Role

The Senior Problem Manager is responsible for providing highly skilled services within the Problem Management area. You will work cooperatively with Datacom delivery teams and the Account Operational Managers to ensure that major incidents have root causes identified and solutions sought to prevent them from happening again. You will also work collaboratively with the extended Problem Management team across Australia and New Zealand.

This role requires Australian Citizenship and Eligibility to obtain a NV1 Clearance

What you’ll do

As Senior Problem Manager you are accountable for, but not limited to:

Leading Problem Management processes, including conducting Root Cause Analysis for all major problems, driving required fixes through to completion, and maintaining governance across all non-major problems.

Providing strong leadership, ensuring that agreed service levels are met and all relevant procedures are adhered to.

Building trusted relationships with the customer (Senior Management and Operations Teams) and Datacom teams to enable effective delivery and collaboration

Leading planning workshops and working the with the relevant technical delivery teams to ensure that technical problems are identified and resolved

Taking responsibility for understanding customer requirements, assessing and solutioning options for consideration by key stakeholders to enable informed decision making.

What you’ll bring

The ideal candidate will have a detailed understanding of a wide range of technologies, and keen interest to apply, and continue to develop, problem management skills. Ideally, you will have at least 5 years’ experience in a Problem Manager Role or similar, worked in an IT managed service environment and will have a solid understanding of ITIL Foundation.

You will bring expertise in using appropriate tools and skillsets to bring an analytical approach to problem solving. You will be passionate about driving outcomes and contributing to the success of our customer and internal teams.

You will be able to effectively work in a dynamic and changing environment, balancing competing priorities. You will have a customer centric approach, strong leadership skills and the confidence to engage at multiple levels, within both Datacom and the customer, as well as a number of third-party vendors.

Why Datacom?

We have over 6,200 people across our global offices and generate an annual revenue of over NZ $1.2 billion annually. This makes us one of Australasia’s largest professional IT services companies.

We have extensive expertise in operating data centres, IT services, software engineering and application management, as well as payroll and customer service design and operations.

With this comes a long list of significant clients and Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds to serve those clients.

We are local at heart, yet world-class in capability