Service Product Lead

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 technology to innovate and grow.

 About the Role (your why)

We are seeking a Service Product Manager to join our team and play a key role in shaping, growing, and commercializing Datacom’s Service Operations portfolio.

This role is responsible for developing and managing a portfolio of IT services across their full lifecycle, from strategy and planning through to go-to-market execution and in-life performance. You will work across the business to transform operational service capabilities into clear, market-facing products that deliver customer value, support sales success, and achieve growth and profitability targets, and assisting with pre-sales as needed.

As a Service Product Manager, you will engage closely with customers, sales, presales, delivery, and practice teams to understand market needs, define compelling value propositions, and ensure services are positioned competitively. Through strong commercial acumen, stakeholder influence, and data-driven insight, you will advocate for your service portfolio and drive continuous improvement across its performance and relevance.

 What you’ll do

As a Service Product Manager, you will be focused on:

• Establishing and maintaining the vision, objectives, roadmap, and plans for a portfolio of IT services aligned to Datacom’s broader strategy.
• Engaging with customers, sales teams, and industry stakeholders to gather market insights and identify new growth opportunities.
• Translating customer needs and market demand into clear product strategy, service design, and actionable roadmaps.
• Managing commercial frameworks including pricing, packaging, and cost models to support growth and margin targets.
• Defining target market segments and ensuring services are positioned competitively using Datacom’s delivery models.
• Developing and articulating clear customer value propositions for services within the portfolio.
• Creating sales enablement and go-to-market assets such as service descriptions, solution briefs, and presentation material.
• Supporting go-to-market execution in partnership with Sales, Presales, and Marketing teams.
• Providing subject matter expertise and central coordination for presales opportunities within the Service Operations portfolio.
• Establishing and tracking portfolio performance using commercial and operational KPIs including revenue, margin, and customer adoption.
• Managing the full service product lifecycle, including enhancement, evolution, and retirement decisions based on performance and feedback.
• Ensuring health and safety responsibilities are upheld in line with Datacom policies.

We are an agile company and this role will continue to evolve in response to customer needs, market changes, and strategic priorities.

 What you’ll bring

Required experience

• 5+ years’ experience in Product Management, Service Management, or a related role within the IT services industry.
• Proven experience transforming technical services or internal practices into sellable, packaged service offerings.
• Strong understanding of commercial product management, including pricing, packaging, and P&L mechanics.
• Deep understanding of ITIL or IT Service Management frameworks in an enterprise context.
• Experience developing and executing go-to-market strategies in collaboration with sales and presales teams.
• Strong stakeholder management and influencing skills across technical, operational, and commercial teams.
• Excellent communication skills with the ability to clearly articulate value and strategy.

Nice to have

• Relevant tertiary qualification in Business, IT, Engineering, Science, Economics, or a related discipline.
• Product Management or Human-Centred Design training.
• ITIL v3 or v4 Foundation certification.
• Experience working in a large, matrixed IT services organisation.
• Exposure to data analytics or design thinking methodologies.
• Familiarity with hybrid onshore and offshore delivery models.

 Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have maintained a dynamic, agile, small business feel that is often diluted in larger organisations. It’s our people who give Datacom its unique culture and energy, something you will notice from the moment you join.

We care about our people and offer a range of benefits including flexible working, professional development opportunities, social events, and supportive team environments. You will be encouraged to learn, grow your career, and bring your true self to work.

We work with some of the largest enterprise and public sector organisations across Australia and New Zealand, solving complex challenges and delivering meaningful outcomes. Datacom is committed to being an inclusive and welcoming workplace where everyone feels supported, valued, and able to do their best work.