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About the Role

The Change Manager will ensure a smooth transition from Cherwell to ServiceNow, requiring expertise in ITSM, change leadership, stakeholder engagement, and risk mitigation. This role will also optimize the operating model to enhance service delivery using ServiceNow's capabilities.

Responsibilities

• Develop and execute a change management strategy aligned with 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.
• Develop clear and consistent communication plans to keep all stakeholders informed.
• Assess the current operating model and identify opportunities for optimization with ServiceNow.
• Work alongside technical teams to align 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.
• 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.

Requirements

• 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, hypercare execution, and stakeholder alignment to ensure seamless operational continuity.
• Expertise in evaluating and adjusting operating models to align with new technologies.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to analyze business processes and align technology solutions accordingly.
• Familiarity with Cherwell and understanding of legacy system migration challenges.

Skills

• ITSM
• Change Leadership
• Stakeholder Engagement
• Risk Mitigation
• ServiceNow
• ITIL
• Communication
• Stakeholder Management
• Problem-Solving
• Business Process Analysis
• Technology Alignment
• Cherwell

Location

• Auckland
• Brisbane
• Melbourne

Work Type

• Remote
• Flexi-hours

Education Level

• ITIL v4 Foundation or higher
• ServiceNow Certified Implementation Specialist

Benefits

• Social events
• Chill-out spaces
• Remote working
• Flexi-hours
• Professional development courses

About the Company

• Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services.
• We maintain a dynamic, agile, small business feel.
• Our people give Datacom its unique culture and energy.
• We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges.
• We aim to be an inclusive and welcoming workplace for everyone.

Equal Opportunity

• 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.