Process Manager

About The Role We are currently seeking a Process Manager to join the team. In this role, you'll play a key part in delivering and maturing the Enterprise Service Integration and Management (SIAM) framework, driving collaboration across a complex multi-vendor IT environment to achieve optimal business outcomes. As a Process Manager, you will be responsible for leading and governing one of the following ITSM processes Service Request and Catalogue management OR Problem Management ensuring the seamless delivery of IT services while fostering continual service improvement and operational excellence. This is a full-time permanent position and can be based in Sydney, Melbourne, Brisbane, or Canberra. The role is office-based during probation and transitions to a hybrid working arrangement upon successful completion of the probation period. We are particularly interested in candidates with exposure to or experience in:

• Service Request Management
• Service Catalog Management
• Problem Management

Responsibilities will include:

• Oversee the end-to-end management of either the Service Request/Catalog process OR the Problem Management process.
• Coordinate management of complex records requiring response from multiple service providers within the environment and well as those assigned to the ESM service provider.
• Analyse ticket trends to identify inefficiencies and implement service improvements.
• Drive process enhancements that improve performance and mitigate risk.
• Ensure compliance with business, contractual, and governance requirements.
• Collaborate with cross-functional teams and stakeholders to achieve high-quality outcomes.

What you’ll bring to the table:

• Hold an ACTIVE status Government Security Clearance
• Previous experience in Service Request/Catalog OR Problem Management
• Strong documentation and clear writing skills for processes and work instructions
• Confident and experienced in stakeholder collaboration to build influential relationships and lead forums and meetings.
• Experience of overseeing & managing process execution in an ITIL-aligned, IT Service Management environment.
• High level interpersonal and relationship management skills
• ITIL and/or SIAM certifications

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.

How To Apply Work with us as we bring technology to life. Apply today or send your CV direct to careers@kineticit.com.au. Please QUOTE: WWREQ0034103 You can learn more about our culture and crew online at kineticit.com.au.