Organisational Change Manager I 12 Month Fixed Term

Datacom; Auckland; Hybrid; NZD 120,000 - 190,000; Full time

Benefits offered by this job

Social events

Chill-out spaces

Remote working

Flexi-hours

Professional development courses

Job summary

Datacom seeks a Change Manager to lead the transition from Cherwell to ServiceNow. You will drive ITSM change leadership, stakeholder engagement, and risk mitigation to ensure smooth adoption across NZ, Australia and beyond.

Responsibilities include strategy development, risk management, data migration, and training design to maximize automation and efficiency while maintaining service continuity during cutover.

Qualifications

• Proven Change Management experience in ITSM environments.
• Strong knowledge of ServiceNow and ITIL frameworks.
• Experience leading large-scale MSP transformations.
• Hands-on data migration, integration, and testing.

Responsibilities

• 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.
• 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.
• Oversee data migration, system integrations, and testing to ensure seamless operational continuity.
• Design and implement training programs to equip employees with necessary skills.
• Drive UAT and feedback loops to refine the platform post-migration.
• Support ongoing improvement initiatives to enhance usability and efficiency.

Skills

ITIL

ServiceNow

Change Management

Stakeholder Engagement

ITSM

Risk Mitigation

MSP Experience

Cross-functional Leadership

Cutover Planning

Communication

Tools

Cherwell

Job description

Our Purpose

Here atDatacomwe connect people and technologyin order tosolve challenges, createopportunitiesand 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 requiresexpertisein 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 tooptimizeefficiencies, align with industry best practices, and leverage ServiceNow’s capabilities to enhance service delivery.

This role can be worked from Auckland, Brisbane or Melbourne

Key Responsibilities

Change Leadership & Strategy

• Develop and execute a change management strategy aligned with the MSP’s businessobjectives.

• Identifypotential 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 andidentifyopportunities 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,hypercareexecution, and stakeholder alignment to ensure seamless operational continuity.

• Expertisein evaluating and adjusting operating models to align withnew technologies.

• Excellent communication, stakeholder management, and problem-solving skills.

• Ability toanalyzebusiness 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 tomaintaina dynamic, agile, small business feel that is often diluted in larger organisations of our size.It'sour 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 andprovidea range ofperkssuch as social events, chill-out spaces, remote working, flexi-hoursand professional development courses to name a few.You’llhave 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.

Weoperateat 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.