Service Enablement 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
The Service Enablement Lead responsibilities are broad, spanning the Service Desk foundation, transition, and operation. Working as an Enablement Lead, you will drive improvement initiatives in the Service Desk Enablement team.
This role assists the Service Desk ‘day to day’ operation, developing and implementing automation and stakeholder defined improvements that contribute to the operational health of the Service Desk operation. Identifying trends or quality improvement areas via reporting, defining, recommending and then generating best practice improvement opportunities and solutions.
A key responsibility of this position will be creating and maintaining training material, training frameworks, quality assessment tools, knowledge bases, service catalogues, templates and ensuring development of production solutions into the Service Desk.
You will build strong relationships with internal Service Desk stakeholders to understand our capabilities, as well as being a point of contact for our customers and vendors to develop a sound understanding of their business needs and then recommend innovative solutions to proactively enhance our offer.
What you’ll bring
In our successful candidates, we are looking for:

• An understanding of ITIL service delivery methodology and service desk
• Desirable to have experience in leading small projects/transitions
• Creation and delivery of training content to support transition in of new service desk(s) and services
• Customer-centric superstars — we pride ourselves on delivering our best work to our customers

• Awesome problem-solvers who have fresh ideas and are willing to give anything a go
• Strong attention to detail
• Excellent communication and written skills
• Experience with data analysis reporting, process modelling, real-time data management
• Key stakeholder management at a senior level

If you have any of the following skills and qualifications, this will be advantageous to your application:

• ITIL v3 foundations
• Experience using Service Desk ITSM tools (including ServiceNow) or CRM tools
• Windows 7 through 10
• Microsoft Office 2007 through O365
• Active Directory
• Web browsers
• Web and Mobile applications
• Microsoft Exchange
• Hardware and Software installation

Due to client clearance requirements Australian Citizenship, ability to pass national police check and willingness and ability to obtain a Baseline or NV1 Clearance is essential.
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 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.