Service Transformation Lead

About Datacom

Datacom partners with organisations and communities across Australia and New Zealand to create meaningful impact by leveraging technology to foster innovation and growth.

Role Summary

We are seeking a Process Transformation Lead to act as an agent of change, transforming ambitious service-line visions into actionable operational realities. This position requires a proactive individual who identifies gaps, challenges existing practices, and innovates future processes ahead of others.

Key Responsibilities

• Lead the transformation from future service concepts into embedded, measurable capabilities within operations.
• Redesign processes comprehensively to translate future services into scalable, sustainable models aligned with benefit and commercial goals.
• Ensure alignment between service designs and commercial models prior to launch.
• Incorporate process design into the lifecycle of service creation, transition, and customer adoption.
• Drive process integration within ServiceNow, coordinated with capability releases, automation initiatives, and deployment cycles.
• Empower business-as-usual teams to manage, evolve, and continually improve these processes post-handover.

Candidate Profile

• Extensive experience in IT operations with thorough knowledge of IT processes and preferably Managed Services.
• Demonstrated skills in applying AI technologies to automate, optimize, or reinvent processes.
• Strong strategic and innovative process thinking, capable of challenging the status quo and mapping complex workflows.
• Effective at balancing between strategic planning and detailed process design with agility.
• Understanding of commercial models with the ability to identify and resolve mismatches early.
• Familiarity with ITIL frameworks and service management practices.

Preferred Experience:

• Direct customer engagement experience.
• Exposure to product-led service development approaches.
• A design-for-operations perspective.

Why Join Datacom?

Datacom is among the largest IT professional services providers in Australia and New Zealand, maintaining a dynamic and agile environment despite our size. We nurture a unique culture energized by our people. Employees enjoy a variety of benefits including social events, relaxation zones, flexible and remote working options, and access to professional growth programs. Datacom fosters career advancement in a collegial, flat organizational structure where contributions are valued and inclusion is paramount.

Our commitment is to support a fun, welcoming workplace that embraces diversity and continuously improves the employee experience. We work at the forefront of technology to address the challenges faced by major enterprises, ensuring a stimulating and ever-evolving professional environment.