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Acton ACT
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ITSM Incident, Problem, and Service Request Fulfilment Manager
DXC Technology
Canberra ACT
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Canberra ACT
Parental leave
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Company car
Wellness program
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DXC Technology
Job Description:
DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com
The ITSM Incident, Problem, and Service Request Fulfilment Manager will be responsible for managing and overseeing the incident, problem, and service request management processes within the IT Service Management (ITSM) framework. The successful candidate will ensure that these processes are effectively implemented, optimised, and aligned with business objectives and Service Integration and Management (SIAM) internal processes and provide high-quality service delivery and improve customer satisfaction.
Key Responsibilities:
Incident Management: Oversee the entire incident lifecycle, ensuring timely resolution of incidents within Service Level Agreements (SLAs) and minimising the impact on users and business operations.
Problem Management: Drive Root Cause Analysis (RCA) efforts for recurring incidents, implementing corrective actions to prevent future disruptions and improve service reliability.
Service Request Management: Manage and oversee service request fulfilment processes, ensuring requests are handled efficiently and meet SLAs.
Process Improvement: Continuously assess and improve the team’s ITSM processes to increase operational efficiency, streamline workflows, and enhance customer experience.
Team Support and Mentoring: Mentor and support a team of IT professionals, ensuring the team is aligned with organisational goals, ITSM best practices, and SIAM internal processes.
Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment and successful resolution of incidents, problems, and service requests.
Compliance and Reporting: Monitor adherence to SIAM processes and ensure proper documentation and reporting of incidents, problems, and requests. Provide regular updates and reports to senior management.
Change Management Integration: Collaborate with the Change Management team to ensure proper coordination between incident, problem, service request, and change management processes.
Key Requirements:
Proven experience (2+ years) in ITSM with a focus on incident, problem, and service request management in federal government setting.
Strong knowledge of ITIL and ITSM best practices.
Experience with Service Manager is highly desirable.
Excellent team mentoring and support skills, with a track record of building high-performing teams.
Ability to analyse complex problems and identify actionable solutions in a timely manner.
Strong communication and interpersonal skills, capable of working effectively with both technical and non-technical stakeholders.
Ability to work under pressure and manage multiple priorities simultaneously.
ITIL certification (ITIL Foundation or higher) is preferred.
Australian citizenship.
Minimum Negative Vetting 1 (NV1) level, Australian Government Security Vetting Agency (AGSVA) accredited security clearance.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.
Start of main content
Job title, keywords or company
Acton ACT
50 km
Pay
filter
Remote
filter
Job Type
filter
Education level
filter
Date posted
filter
jobs in Acton ACT
1,000+ jobs
ITSM Incident, Problem, and Service Request Fulfilment Manager
DXC Technology
Canberra ACT
PSSR - Canberra
WesTrac
Canberra ACT
Parental leave
Insurance services
Relocation assistance
Company car
Wellness program
Miele Experience Consultant
Miele
Canberra ACT
Employee assistance program
Robotics Product Specialist - Canberra
Stryker
Canberra ACT 2600
Parental leave
Health insurance
Opportunities for promotion
Paid volunteer leave
Application Support Analyst
Downer Group
Canberra ACT
Associate Retail Store Manager, Canberra
Tesla
Canberra ACT 2601
Defence Scholarships | Australian Capital Territory
MSS Security
Canberra ACT
Storeperson
Trades - InfraBuild
Hume ACT
Parental leave
Health insurance
Visited 8 minutes ago
Services Manager, Canberra
Multiplex
Canberra ACT
Parental leave
Visited 5 minutes ago
Partnerships Executive
Omnicom Group
Canberra ACT
Parental leave
Employee assistance program
Extended annual leave
Birthday leave
Visited 13 minutes ago
Product Controls Manager
Downer Group
Canberra ACT
Vehicle Service Technician, Canberra
Tesla
Fyshwick ACT 2609
Concierge & Telephony Services Officer
JLL
Canberra ACT
View similar jobs with this employer
Clarins Counter Manager
Myer
Canberra ACT
Lifeguards - ANU & CISAC
Viva Leisure Group
Greater Canberra ACT
Parental leave
Gym membership
Free fitness classes
Allied Health Professional Level 3 | Full-time Permanent
Health and Community Services
Canberra ACT
Solution Designer (AU Citizen with Security Clearance)
Accenture
Canberra ACT
On-the-job training
View similar jobs with this employer
Consultant / Analyst | Capital Program and Project Delivery
Deloitte
Canberra ACT 2609
Information Systems Technician
KBR
Canberra ACT
Parental leave
Insurance services
Salary packaging
Complimentary flu shots
Department Manager - Service - Belconnen
Bunnings
Belconnen ACT
Parental leave
Back of House | Australian War Memorial
Trippas White Group
Canberra ACT
Service Person Driver
Kennards Hire
Fyshwick ACT
Employee discount
Profit sharing
Employee rewards program
Commercial Support Officer
Downer Group
Canberra ACT
View similar jobs with this employer
Assistant Store Manager
Michael Hill
Canberra ACT
Employee discount
SNSWLHD - VMO or Staff Specialist - FACEM, FACRRM or FRACGP - Emergency Medicine Queanbeyan. Apply via eCredential
Southern NSW Local Health District
Queanbeyan NSW
People also searched:
Employers: Post a Job
DXC Technology
Job Description:
DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com
The ITSM Incident, Problem, and Service Request Fulfilment Manager will be responsible for managing and overseeing the incident, problem, and service request management processes within the IT Service Management (ITSM) framework. The successful candidate will ensure that these processes are effectively implemented, optimised, and aligned with business objectives and Service Integration and Management (SIAM) internal processes and provide high-quality service delivery and improve customer satisfaction.
Key Responsibilities:
Incident Management: Oversee the entire incident lifecycle, ensuring timely resolution of incidents within Service Level Agreements (SLAs) and minimising the impact on users and business operations.
Problem Management: Drive Root Cause Analysis (RCA) efforts for recurring incidents, implementing corrective actions to prevent future disruptions and improve service reliability.
Service Request Management: Manage and oversee service request fulfilment processes, ensuring requests are handled efficiently and meet SLAs.
Process Improvement: Continuously assess and improve the team’s ITSM processes to increase operational efficiency, streamline workflows, and enhance customer experience.
Team Support and Mentoring: Mentor and support a team of IT professionals, ensuring the team is aligned with organisational goals, ITSM best practices, and SIAM internal processes.
Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment and successful resolution of incidents, problems, and service requests.
Compliance and Reporting: Monitor adherence to SIAM processes and ensure proper documentation and reporting of incidents, problems, and requests. Provide regular updates and reports to senior management.
Change Management Integration: Collaborate with the Change Management team to ensure proper coordination between incident, problem, service request, and change management processes.
Key Requirements:
Proven experience (2+ years) in ITSM with a focus on incident, problem, and service request management in federal government setting.
Strong knowledge of ITIL and ITSM best practices.
Experience with Service Manager is highly desirable.
Excellent team mentoring and support skills, with a track record of building high-performing teams.
Ability to analyse complex problems and identify actionable solutions in a timely manner.
Strong communication and interpersonal skills, capable of working effectively with both technical and non-technical stakeholders.
Ability to work under pressure and manage multiple priorities simultaneously.
ITIL certification (ITIL Foundation or higher) is preferred.
Australian citizenship.
Minimum Negative Vetting 1 (NV1) level, Australian Government Security Vetting Agency (AGSVA) accredited security clearance.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.
💡 Quick Summary
Seeking a career-building opportunity? The ITSM Incident, Problem, and Service Request Fulfilment Manager position is now open for candidates interested in the BPO Jobs sector. This role in Acton offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.