Service Catalogue Manager

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

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

Eligibility criteria and conditions may apply to some benefits.