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 catalyst who turns ambitious service‑line vision into operational reality. This isn’t a maintenance role. It’s for someone who sees the gaps, challenges the status quo, and designs the future before others can articulate it.

You’ll sit at the intersection of service design, commercial strategy, platform enablement, and BAU operations — shaping how new services come to life and scale. Your work ensures that bold ideas don’t stay on slides; they become repeatable, automated, AI‑enabled processes that deliver measurable value and can evolve at pace.

This role is for someone who thrives in ambiguity, experiments fast, and builds the operational backbone for services that don’t exist yet.

What you’ll do

As Process Transformation Lead, you will be focused on:

• Orchestrating future‑to‑reality transformation — taking service‑line vision and turning it into embedded, measurable operational capability.
• Reinventing processes end‑to‑end — translating future services into scalable, operable models aligned to benefit drivers and commercial outcomes.
• Validating service‑based commercial models — ensuring design and commercial intent stay aligned before anything goes live.
• Integrating process design into service development — shaping how services are built, transitioned, and adopted by customers.
• Embedding processes into ServiceNow — coordinating implementation aligned to capability drops, automation opportunities, and release cadence.
• Enabling BAU ownership — ensuring teams can run, evolve, and continuously improve processes long after handover.

We’re an agile organisation that adapts quickly to customer, technology, and internal shifts — so your role will evolve as our services and platforms evolve.

What you’ll bring

Required experience

• Deep IT operations expertise with strong understanding of IT processes and ideally Managed Services.
• Proven AI capability — applying AI to automate, optimise, or reimagine processes.
• Strategic and disruptive process thinking — able to challenge assumptions, redesign end‑to‑end flows, and facilitate complex mapping sessions.
• Ability to operate at pace — moving fluidly between high‑level strategy and detailed design.
• Commercial model literacy — spotting and resolving design/commercial misalignment early.
• ITIL and service management knowledge.

Nice to have

• Customer‑facing experience.
• Product‑led service development exposure.
• Design‑for‑operations mindset.

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. 

Requirements

Benefits