Job Description
Our Purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
About the Role
The Change Manager will play a pivotal role in ensuring the smooth transition from Cherwell to ServiceNow here at Datacom. This role requires expertise in IT Service Management (ITSM), change leadership, stakeholder engagement, and risk mitigation to drive adoption and ensure minimal disruption. Additionally, the Change Manager will evaluate and refine the operating model to optimize efficiencies, align with industry best practices, and leverage ServiceNow’s capabilities to enhance service delivery.
Key Responsibilities
Change Leadership & Strategy
Develop and execute a change management strategy aligned with the MSP’s business objectives.
Identify potential risks and resistance and implement proactive mitigation plans.
Define success metrics to measure adoption and effectiveness of the transformation
Stakeholder Engagement & Communication
Collaborate with executives, project teams, IT teams, and end-users to ensure smooth adoption.
Conduct workshops, training sessions, and regular updates to address concerns and ensure buy-in.
Develop clear and consistent communication plans to keep all stakeholders informed.
Process, Operating Model & Technology Transition
Assess the current operating model and identify opportunities for optimization with ServiceNow.
Work alongside technical teams to align the new ServiceNow workflows with business needs.
Recommend process refinements to maximize automation, efficiency, and scalability.
Ensure process documentation and create reference materials for future optimization.
Oversee data migration, system integrations, and testing to ensure seamless operational continuity
Training & Adoption
Design and implement training programs to equip employees with the necessary skills.
Drive user acceptance testing (UAT) and feedback loops to refine the platform post-migration.
Support ongoing improvement initiatives to enhance usability and efficiency.
Required Skills & Experience
Proven experience in Change Management within ITSM environments.
Strong knowledge of ServiceNow and ITIL frameworks.
Demonstrated success in leading large-scale transformations in MSPs.
Extensive hands-on experience in delivery and go-live readiness for large-scale ITSM transformations, including legacy-to-modern platform migrations.
Proven ability to lead cross-functional teams through cutover planning, hypercare execution, and stakeholder alignment to ensure seamless operational continuity.
Expertise in evaluating and adjusting operating models to align with new technologies.
Excellent communication, stakeholder management, and problem-solving skills.
Ability to analyze business processes and align technology solutions accordingly.
Familiarity with Cherwell and understanding of legacy system migration challenges.
Preferred Certifications
ITIL v4 Foundation or higher
ServiceNow Certified Implementation Specialist (not mandatory)
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 our people feel supported.
