Service Catalogue Manager

Datacom

Sydney

On-site

AUD 140,000 - 180,000

Full time

6 days ago

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Benefits offered by this job

Paid parental leave

Employee assistance program

Learning and development opportunities

Career development opportunities

Job summary

Datacom is seeking a Service Catalogue Manager to lead the design and ongoing improvement of the ITSM Service Request Catalogue from Sydney. You will work with IT teams and business stakeholders to ensure clear definitions, accurate categorisation, and accessible service requests within governance frameworks.

You will contribute to knowledge management, process automation, and alignment with ITIL best practices while supporting a flexible work model that balances in-person and remote

Qualifications

Experience in ITSM disciplines including Service Catalog or Service Portfolio.
Proven ability to govern catalog hierarchies and lifecycle management.
Strong understanding of ITIL, ISO/IEC 20000 and best practices.

Responsibilities

Oversee design, development, and continuous improvement of the Service Request Catalogue.
Collaborate with IT teams and stakeholders to ensure accurate categorisation and accessibility.
Define user roles and information architecture to reach target audiences.
Maintain governance, data quality, and metrics for catalog performance.
Support automation and knowledge management within the catalogue framework.
Ensure health and safety practices align with Datacom policy.

Skills

Stakeholder management

Facilitation

Analytical skills

Service design

Change management

Governance

Education

ITIL 4 Foundation certification

Tools

ServiceNow Service Catalogue

Jira Service Management

Job description

About us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive 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.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About the Role

The Service Catalogue Manager is responsible for overseeing the design, development, maintenance, and continuous improvement of the Service Request Catalogue within the ITSM platform. This role ensures that service requests are clearly defined, accurately categorised, easily accessible, and aligned with organisational policies and IT service management (ITSM) best practices. You will collaborate closely with IT teams, business stakeholders, and end-users to deliver a seamless and efficient service request experience.

Our offices are based in Sydney. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. We therefore leave it to you and the team you join to figure out what works best!

Please note: This role will be offered as a 12-month fixed term contract.

What You'll Do

At the moment, as Service Catalogue Manager you will be focused on:

Developing processes, practices, tools and enabling capabilities to build a knowledge sharing culture
Supporting the maintenance of internal knowledge for specific functional areas, providing the business with the knowledge, tools, and skills to optimise work performance
Reviewing and editing contributions of subject matter experts to produce unified, consistent support documents
Analysing program outlines and liaising with subject matter experts to produce support manuals
Identifying special techniques to improve content templates, research and author style guides of knowledge management
Defining and managing user roles and permissions to present target information to right audiences
Developing and managing information architecture as well as taxonomy to enforce effective communication
Actively identifying and supporting the automation of labour-intensive repetitive tasks using the Datacom knowledge management frameworks
Implementing a principle-driven health and safety culture that cares for employees and ensures their safety in line with Datacom policy

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

Required Experience: 5+ years' experience in Service Catalogue, Service Portfolio, Request Management or related ITSM disciplines.
Experience operating within complex MSP, SIAM or multi-provider environments, including integrated ITSM tooling
Proven experience establishing, rationalising or transforming enterprise Service Catalogues.
Strong understanding of ITIL, CSDM, ISO/IEC 20000 and service management best practices.
Experience governing Service → Service Offering → Catalogue Item hierarchies, taxonomy, lifecycle management and service ownership.
Strong ServiceNow Service Catalogue experience, including administration, governance, reporting and service modelling (mandatory).
Working knowledge of integrated customer portals and request management platforms, including Jira Service Management (JSM) (required).
Experience developing catalogue governance frameworks, operating models and data quality standards.
Demonstrated ability to analyse service consumption, performance and customer experience metrics to drive continual improvement.
Strong stakeholder management, facilitation, analytical and service design skills.

Nice to Have:

5+ years' experience managing service request catalogues and fulfillment processes
Experience in managing customer portals and service request fulfilment
Experience in implementing, configuring, and optimising service catalogue platforms to streamline request fulfillment
Experience in stakeholder engagement, governance, and driving alignment across business and IT delivery teams
Experience in financial planning and cost optimisation
Experience managing multi-tenant Service Catalogues across multiple client or business environments
Skill in monitoring and reporting catalogue usage, automation performance, and SLA adherence
Change management skills to drive adoption of automated service request processes
Consultative skills to influence cultural and process change for wider automation adoption
Strategic planning skills to align catalogue and automation initiatives with business goals
ITIL 4 Foundation certification

Culture and benefits

Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.

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

Why you will love working here