Senior Service Designer - ServiceNow

Our Why

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)

As a Senior Service Designer, you’ll report to the Process Transformation Lead and play a hands-on role in translating Datacom’s Future of Service Delivery vision into practical, scalable and operable service experiences. You’ll work across service lines, process owners, product leads, commercial stakeholders, delivery teams and BAU operations to shape future-state services, customer journeys, service blueprints and operating processes that can be implemented through ServiceNow and adopted consistently across Australia and New Zealand.

This role is focused on making service transformation real: connecting human-centred design with process transformation, operational readiness, platform enablement and benefit realisation. You’ll help ensure new and evolved services are not only well designed, but also commercially aligned, measurable, repeatable, and ready to transition into BAU ownership.

Our offices are based in Australia and New Zealand. 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!

What you’ll do

At the moment, as Senior Service Designer you will be focused on supporting the Process Transformation Lead to:

• Design future-state service experiences, customer journeys, service blueprints and operating processes that support Datacom’s Future of Service Delivery programme.
• Work with the Process Transformation Lead to convert service-line intent into practical, scalable and repeatable end-to-end service patterns.
• Facilitate workshops, co-design sessions and stakeholder interviews with service lines, product leads, process owners, commercial teams, platform teams, delivery teams and BAU operators.
• Map current-state pain points, operational dependencies, exceptions and handover requirements, then translate them into clear future-state designs and implementation-ready artefacts.
• Support service standardisation, proposition development and operating model design by ensuring services are designed for operational adoption, measurement and continuous improvement.
• Collaborate with ServiceNow, technical and delivery teams to ensure service designs can be practically enabled through platform capabilities, release cadence and agreed governance.
• Help define adoption indicators, transition considerations and BAU ownership requirements so services can be embedded and improved after handover.
• Present design concepts, insights, risks and recommendations clearly to stakeholders, helping align decision-making across strategy, delivery and operations.

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:

• Proven experience in Service Design, Customer Experience Design, Human-Centred Design or service transformation roles within complex operational environments.
• Experience designing end-to-end services, service blueprints, customer journeys, process flows and operating model artefacts that can be implemented and adopted at scale.
• Strong facilitation, stakeholder engagement and communication skills, with the ability to work across senior stakeholders, product teams, delivery teams, operational teams and customers.
• Ability to translate research, operational insight and business requirements into pragmatic design recommendations and implementation-ready artefacts.
• Experience working with multidisciplinary teams in agile, programme or transformation environments.
• Strong understanding of how service design connects to operational process, platform enablement, adoption, measurement and continuous improvement.
• A portfolio or examples that demonstrate service design methods, structured thinking, stakeholder alignment and practical outcomes.

Nice to have:

• Experience in managed services, IT operations, ITSM or enterprise service transformation environments.
• Knowledge of ITIL, ServiceNow, service catalogue design, CSDM, service management processes or platform-enabled operating models.
• Experience supporting service standardisation, product-led service development, commercial alignment or BAU transition activities.
• Knowledge of accessibility and inclusive design principles.
• Familiarity with design and collaboration tools such as Figma, Miro or FigJam.

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.