ITSM Performance and Compliance Lead

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 part of our Service Operations team, the ITSM Performance & Compliance Lead plays a critical role in ensuring seamless, high-quality IT service delivery for some of Datacom’s largest managed services customers. You’ll be accountable for operational performance and compliance across ITIL-aligned processes, ensuring governance, optimisation, and proactive issue resolution to drive customer satisfaction and business success. This is a role that demands a strategic blend of service oversight, data-driven performance analysis, and strong stakeholder engagement with both customers and internal delivery teams.

Our offices are based in Wellington. 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 ITSM Performance & Compliance Lead you will be focused on:

• Leading operational performance of ITIL service management processes (Incident, Problem, Change, Service Level Management) for assigned customer accounts.
• Holding delivery teams accountable for meeting performance levels and ensuring high data quality.
• Ensuring consistent adoption and usage of ITSM tools across operational teams.
• Monitoring, analysing, and actioning operational KPIs and SLA reports to identify and address service gaps.
• Driving governance processes to swiftly deal with issues and maintain service continuity.
• Implementing process improvements to enhance efficiency, reduce costs, and improve customer experience.
• Maintaining strong knowledge of the customer’s organisational structure, operational models, and relevant policies.
• Working closely with cross-functional teams to ensure SLA compliance and mitigate operational risks.
• Providing timely performance and compliance reporting to senior management and customers.
• Championing continuous improvement, training, and best practice adoption across teams.

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 track record in managing IT service delivery performance and compliance in large customer environments.
• Strong understanding and practical application of ITIL service management processes.
• Experience in operational governance, issue management, and SLA performance analysis.
• Excellent stakeholder management and communication skills across complex organisational structures.

Nice to have:

• SIAM framework experience and enterprise service management knowledge.
• Background in risk management and compliance in contractual/regulatory environments.
• Experience facilitating ITIL best practice training and adoption.
• Strong analytical skills for KPI interpretation and operational decision-making.

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.