ITIL Process Lead – IT Incident & Problem Management

Do you want your work to make a difference for NSW

Working to protect the states environment and heritage.

• Join Us in Building a Sustainable Future for NSW
• Ongoing full-time opportunity
• Office location Parramatta preferred hybrid working supported
• Salary relative to experience and ranges from $113K pa to $125K pa super

The NSW Department of Climate Change Energy the Environment and Water (DCCEEW) Information Technology team is currently seeking to appoint an ITIL Process Lead IT Incident & Problem Management to help us lift service performance by shaping how incidents and problems are managed across the DCCEEW IT ecosystem.

If youre an ITILsavvy operator who can design great processes coach people to use them and keep multiple providers working together until the job is done - this role is for you.

About the role

Were looking for an IT Service Operations Process Analyst to own and evolve our Incident and Problem Management practices. Youll develop and embed ITIL bestpractice processes aligned with shared service provider frameworks then work shouldertoshoulder with internal support teams and external service providers to make those processes stick.

What youll do

• Design & implement processes: Develop and roll out ITIL-aligned Incident and Problem Management processes across DCCEEW IT teams.
• Coach internal teams: Review current practices identify gaps and provide training and practical guides to support confident adoption of new processes.
• Govern external providers: Manage vendors to ensure process compliance and effective collaboration on incidents and problems.
• Be the escalation point: Manage escalations with shared services and other providers - owning incident and request escalations endtoend.
• Run complex incidents: Coordinate incident response - lead bridge calls assign actions track progress and maintain focus on resolution.
• Optimise software licensing: Manage software assets by tracking licences streamlining processes and collaborating with stakeholders to ensure efficient and consolidated use.
• Lift service performance: Support the Service Performance Manager by analysing incident and problem trends reporting SLA deviations and recommending improvements.

Important note: This is a process governance and orchestration role. You wont be doing handson technical troubleshooting or system administration; youll guide experts and bring structure clarity and accountability to how they work.

About you

Youre a natural coordinator and trusted advisor who brings people together to solve problems. You can zoom out to design a robust process and zoom in to make it practical for the teams using it.

Youll need to have

• Demonstrated expertise in ITIL Incident and Problem Management with hands-on experience designing implementing and optimising relevant processes and procedures across varied technical domains.
• Proven capability in managing and governing both internal teams and external service providersincluding training ensuring adherence and fostering collaborative relationships for end-to-end service delivery.
• Skills in software asset management including developing and streamlining asset processes tracking licences and driving optimisation initiatives.
• Demonstrated strength in leading complex multi-team incident responses and escalations backed by excellent influencing and negotiation abilities to secure cooperation from technical and business stakeholders.
• Familiarity with Service Integration and Management (SIAM) principles and building collaborative provider relationships would also be ideal.

For more information read the fullRole Description.

Who we are

The Department of Climate Change Energy the Environment and Water(DCCEEW) works to protect the states environment and heritage. It leads the way on climate change driving the sustainable transition to a net zero economy powered by affordable reliable and clean energy.

DCCEEW conserves and protects the states natural environment. It manages the NSW national park estate including its rich and diverse biodiversity and Aboriginal cultural heritage for future generations.

DCCEEW also ensures sustainable management of water resources across the state to support the environment communities and industry.

We acknowledge the ongoing custodial responsibilities of the Aboriginal peoples of NSW to care for Country and water and are committed to establishing meaningful partnerships with Aboriginal peoples in the management of the environment.

To Apply

If excited by the information above we look forward to receiving your application including a copy of your resume and cover letter expressing your interest and suitability for the role.

Applications close Thursday 5 February 2026 at 11:55PM.

Should you require further information about the role please contact Sue Norris Manager Service Delivery and Vendor Management via or on.

Please also note to be eligible for an ongoing role in the NSW Public Sector you need to be an Australian Citizen or Permanent Resident. For temporary and casual roles you need to hold a valid visa giving you permission to work in Australia as required by the role.

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Our goal is to build a workforce that not only represents but also understands and serves the diverse communities of New South Wales. We are committed to making our state a vibrant and inclusive place to live work and thrive for everyone. Our workforce represents people of all ages and genders Aboriginal and Torres Strait Islander people people with disabilities the LGBTQI community and people from diverse ethnic and cultural backgrounds.

Looking for more information or assistance in applying

• Our commitment to a diverse and inclusive workplace.
• How we encourage and support people with disability
• Information and adjustments for individual needs for the recruitment process and the workplace.

If you require an adjustment for your application process please contact our Talent Acquisition Team by emailing or contacting Jodi Arthur onor via (please mention reference number 547351).

If you are an Aboriginal or Torres Strait Islander use our Aboriginal applicants guide to assist with applying for roles or our Aboriginal Career pathways team at for a yarn.

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