About usAt 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 RoleThe 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 DoAt the moment, as Service Catalogue Manager you will be focused on:Developing processes, practices, tools and enabling capabilities to build a knowledge sharing cultureSupporting the maintenance of internal knowledge for specific functional areas, providing the business with the knowledge, tools, and skills to optimise work performanceReviewing and editing contributions of subject matter experts to produce unified, consistent support documentsAnalysing program outlines and liaising with subject matter experts to produce support manualsIdentifying special techniques to improve content templates,



research and author style guides of knowledge managementDefining and managing user roles and permissions to present target information to right audiencesDeveloping and managing information architecture as well as taxonomy to enforce effective communicationActively identifying and supporting the automation of labour-intensive repetitive tasks using the Datacom knowledge management frameworksImplementing a principle-driven health and safety culture that cares for employees and ensures their safety in line with Datacom policyWe 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 BringRequired 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 toolingProven experience establishing, rationalising or transforming enterprise Service Catalogues.Strong understanding of ITIL, CSDM, ISO/IEC ***** 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.Solid stakeholder management, facilitation,



analytical and service design skills.Nice to Have:5+ years' experience managing service request catalogues and fulfillment processesExperience in managing customer portals and service request fulfilmentExperience in implementing, configuring, and optimising service catalogue platforms to streamline request fulfillmentExperience in stakeholder engagement, governance, and driving alignment across business and IT delivery teamsExperience in financial planning and cost optimisationExperience managing multi-tenant Service Catalogues across multiple client or business environmentsSkill in monitoring and reporting catalogue usage, automation performance, and SLA adherenceChange management skills to drive adoption of automated service request processesConsultative skills to influence cultural and process change for wider automation adoptionStrategic planning skills to align catalogue and automation initiatives with business goalsITIL 4 Foundation certificationCulture and benefitsJoin 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 current 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 herePaid parental leave24/7 Employee Assistance Programme (DataCare)Ongoing learning, certifications, and career development opportunitiesAccess to industry-leading learning platforms and future skills trainingRecognition programmes that celebrate great workGreat employee discounts and financial wellbeing benefitsMeaningful work that makes a real impactEligibility criteria and conditions may apply to some advantages.
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📌 Service Catalogue Manager (Sydney)
🏢 Datacom
📍 Sydney