Problem Manager

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow

About the Role

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 Service Operations business who support each other working collaboratively across locations

As Problem Manager, you are responsible for providing highly skilled services within the Problem Management Practice area for one or more major accounts in New Zealand. 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

What you’ll do

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

• Ensuring root cause analysis is performed and corrective actions are identified while meeting or exceeding the associated service level targets

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

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

• Produce and publish reports for both Datacom and customer consumption containing key Problem management metrics, areas of accomplishment, and opportunities for continual improvement

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs

What you’ll bring

As Problem Manager, you 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 worked in an IT managed service environment and will have a solid understanding of ITIL.

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.

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

We are seeking someone who has a drive and deep curiosity about how things work. You will be comfortable leading mixed groups of individuals from across multiple organisations in finding solutions to the issues being faced. And you will have excellent communication and relationship-building skills

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported