About the Company
Davidson has partnered with Barwon Water to appoint an Incident & Problem Management Specialist to help build the organisational capability required to support one of regional Victoria’s most significant transformation agendas.
Barwon Water delivers water, sewerage and recycled water services to more than 330,000 people across the Geelong region and surrounding communities. Through a major Digital Business Transformation program, the organisation is investing in new technologies, operating models and ways of working that will shape the future of the business and the communities it serves.
About the Role
This role is focused on creating proactive, sustainable service management practices that improve service reliability and reduce recurring issues.
You'll lead high priority technology incident coordination, drive structured problem management, facilitate root cause analysis and use data-driven insights to identify trends and implement long-term improvements. Working closely with technical teams, service owners and business stakeholders, you'll champion ITIL best practice and help lift organisational service management maturity.
Key Responsibilities:
- Establish and mature Incident and Problem Management practices aligned to ITIL frameworks.
- Lead the coordination of major incidents, ensuring timely restoration of critical business services.
- Drive structured root cause analysis and oversee the problem management lifecycle through to permanent resolution.
- Analyse incident trends and service performance data to proactively identify recurring issues and improvement opportunities.
- Develop reporting, metrics and insights that support service reliability and informed decision-making.
- Build strong relationships across technical teams to influence proactive service improvements and operational excellence.
About You
You're passionate about improving service reliability and enjoy solving complex operational challenges before they become business problems. Comfortable working autonomously, you're equally capable of leading major incident responses and driving long-term service improvements through structured ITIL practices.
Must-Haves
- Demonstrated experience in Incident Management and/or Problem Management within an ITIL environment.
- Strong understanding of ITIL processes, with experience establishing or improving service management practices.
- Proven experience leading major incident coordination and facilitating root cause analysis.
- Strong analytical and reporting capability with the ability to identify trends and drive continuous improvement.
- Excellent stakeholder engagement skills with the ability to influence technical teams and business stakeholders.
- Ability to work independently while building a new capability within the organisation.
Nice-to-Have
- ITIL certification (highly regarded).
- Experience with ITSM platforms such as Jira Service Management.
- Experience developing service management metrics, reporting and Known Error Databases (KEDB).
The Benefits
This is a unique opportunity to build a critical capability within an organisation undertaking significant digital transformation. You'll have genuine ownership to shape Incident and Problem Management practices while working alongside a collaborative Digital Business team committed to service excellence.
Based in Geelong, this permanent full-time role offers a hybrid working model with three days per week in the office, providing the opportunity to collaborate closely with stakeholders while maintaining flexibility.
Please apply with current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Cameron Smith on Cameron.Smith@Davidsonwp.com, quoting reference JN -072026-43808. Want to know more about Davidson? Visit us at www.davidsonwp.com
