Service Manager - Incident & Problem (SIAM)

About the company At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers. We are a growing business with a focus on three technology areas – cloud and infrastructure, cyber security, and software and data integration. We support our customers at every step of their technology journey, from consult, to procure and build, to run, optimise and talent management. In this role you will act as the point of contact for service providers and the customer regarding end-to-end Incident management and Problem management matters. You will work closely with Service providers counterparts to ensure optimised resolution to interruptions. This role acts as a facilitator within the environment, ensuring all providers work collaboratively in the best interests of the customer. Additional this role encompasses the Major Incident management role where you are responsible for taking ownership of high impacting Incidents and effectively coordinating response, investigation, restoration and overarching governance activities. Essential experienceMinimum of 3 years of experience in a SIAM end-to-end Incident & Problem Management.1+ years of experience in developing and implementing Incident and Major Incident Management processesExtensive experience developing & sustaining constructive relationships with customers, internal stakeholders, suppliers, & industry representativesDemonstrated experience coordinating Incident related investigation and response activities across multi service provider environments.Experience in providing Incident Management Services and developing Incident Management practices for multi-vendor customers.Strong understanding of ITIL framework and its application in Incident Management.Experience in defining and implementing Incident management frameworks and work flows.Experience in conducting periodic reviews and of Incident records to ensure alignment and governance with prescribed processes.Demonstrated ability to identify knowledge gaps and develop strategies to collect and update associated Incident processes.Current Baseline Security Clearance, or be happy to undergo clearance Benefits$120,000 Base + Super + Bonus + Allowances + BenefitsCompany benefits including discounted lifestyle services such as health insurance, salary packaging, and half-day Fridays once a month!Genuine flexibility and work/life balanceJoin a fast growing organisation with an awesome culture - #4 Best Places to Work in Australia!Develop your career in structured ITIL environmentFun & Friendly teamConvenient Sydney CBD locationASAP start CultureBeing #4 on Australia’s Best Places to Work list, it’s clear that culture is a top priority at AC3. We believe it’s important that everyone is heard and treated with respect, whether you have the next big idea or simply a question. We keep it simple and live by our fours ways of being:Own It: If I say I’m going to do it, I do it. And I give it my all.Better It: I take the current status quo and make it better.Brave It: I listen, say what needs to be said & do the right thing. Especially when it’s tough.Enjoy It: I take my work seriously, but don’t take myself too seriously.Experience the AC3 way for yourself! If you are interested in the position and believe that your skill set is suited to the requirements then please put forward your application via the APPLY button. Every position at AC3 will require to undergo a National Police Check.