ITSM Specialist | SYD

Datacom; Sydney; On-site; AUD 90,000 - 140,000; Full time

Benefits offered by this job

Paid parental leave

24/7 Employee Assistance Programme (D\

Job summary

Datacom is seeking an ITSM Specialist to manage day-to-day operations within our Managed IT Service Management practice, focusing on ITIL aligned processes and cross-stream coordination. You will bring 3+ years ITSM experience, strong process discipline, and stakeholder management; Australian citizenship is required and Baseline/NV1 clearances are advantageous. This role supports flexible, resilient IT service delivery across our Australasia client base.

Qualifications

• 3+ years in an ITSM role across change, incident, problem, release, configuration and capacity.
• Strong ITIL knowledge and process management capabilities.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Adherence to Datacom ITIL processes and procedures.
• Drive ongoing improvement and innovation.
• Inter team flexibility.
• Relationship Management.
• Operational reporting.

Skills

ITIL knowledge

Process management

Communication skills

Stakeholder management

Analytical skills

Tools

Cherwell

ServiceNow

Remedy

Job description

About us

At Datacom, we combine technology,expertise, and talented people to helporganisationsthrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whetherwe'resupporting governments, enterpriseorganisations, or growing businesses,we'recommitted to creating meaningful outcomes for our customers, communities, and each other.

About the Role

Our IT Service Management team are a passionate bunch, and we genuinely care about maximising the service we deliver to our clients. If you get a real kick out of positively impacting some of Australasia’s brightest organisations, read on!

As ITSM Specialist, you are accountable for the management of the everyday operations within our Managed IT Service Management practice. This role requires a detailed view across the ITIL landscape, with the ability to work within different ITIL streams with minimal oversight.

To be successful in this role, you will require Australian Citizenship due to customer requirements and existing Baseline or NV1 Clearances will be highly regarded.

What you’ll do

At the moment, as ITSM Specialist you will be focused on:

• Adherence to the Datacom ITIL processes and procedures
• Drive ongoing improvement and innovation
• Inter team flexibility
• Relationship Management
• Operational Reporting.

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

What you’ll bring

You will have extensive IT industry experience, with at least 3 years’ experience in an ITSM role – across a mix of change, incident, problem, release, configuration, and capacity management. Ideally you will have managed mid to large contracts for the delivery of IT services, with a strong track record of achieving high customer satisfaction. You will be passionate about ITIL, be a very strong process management all-rounder with a sound understanding of technical concepts and frameworks. Along with exceptional communication, stakeholder management and analytical skills, and be comfortable working in sometimes stressful environments.

The following will be highly desirable:

• Experience running Major Incidents for IT managed service provider
• Exposure to ITSM tools including Cherwell, ServiceNow and Remedy
• Government security clearances, Baseline and/or NV1
• Willingness to participate in team on call roster

Culture and benefits

Join a team whereyou'llbe supported to grow your career,prioritiseyour wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits,we'recommitted to helping our people thrive both professionally and personally.

We'repassionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whetheryou'redeveloping new skills, tackling complex challenges, or collaborating with some of the best minds in the industry,you'llbe part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Paid parental leave
• 24/7 Employee AssistanceProgramme(DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognitionprogrammesthat celebrategreat work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact