Service Transformation Lead

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 tech to innovate and grow. 

About the Role (your why) 
We’re looking for a Process Transformation Lead — a pivotal role that turns our future service‑line vision into operational reality. You’ll be the connector between service design, commercial strategy, process transformation, platform enablement, and BAU operations. This role is all about making big ideas work at scale — translating strategy into robust, repeatable processes that deliver measurable benefits and are embedded in BAU. 

What you’ll do 
At the moment, as Process Transformation Lead you will be focused on: 

• Orchestrating the journey from future service vision to live, embedded operational reality. 

• Translating future services into scalable, operable end‑to‑end process models aligned to business case benefit drivers. 

• Ensuring processes align with service‑based commercial models and are validated before go‑live. 

• Integrating process design into service development and customer transition planning. 

• Coordinating process implementation within ServiceNow in line with capability drops and release cadence. 

• Ensuring BAU ownership, accountability, and ability to run and improve processes independently post‑handover. 

We are a pretty agile company, and are keen to respond to customer, technology, and internal stakeholders’ changing requirements — which means we evolve in our roles to meet those needs. 

What you’ll bring 

Required experience: 
• Deep IT knowledge with proven expertise in IT operations, processes, and ideally Managed Services. 
• Proven AI experience and expertise. 
• Strong strategic thinking and process re‑invention capability, including facilitation of complex end‑to‑end process mapping sessions. 
• Ability to operate at pace, shifting seamlessly between high‑level strategy and granular detail. 
• Commercial model awareness and ability to resolve design/commercial misalignment early. 

• Knowledge of ITIL and service management processes. 

Nice to have: 
• Customer‑facing experience. 
• Experience in product‑led service development. 
• Strong design‑for‑operations discipline. 

Why join us here at Datacom? 
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. We care about our people and provide a range of perks such as social events, chill‑out spaces, remote working, flexi‑hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect, and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat‑structured environment. 

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken — and continue to take — to make our environment fun and friendly, and ensure our people feel supported.