ITSM Performance and Compliance Lead

Datacom Canberra, Australian Capital Territory, Australia Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting 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 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 role demands a strategic blend of service oversight, data‑driven performance analysis, and strong stakeholder engagement with both customers and internal delivery teams. What You’ll Do Lead operational performance of ITIL service management processes (Incident, Problem, Change, Service Level Management) for assigned customer accounts. Hold delivery teams accountable for meeting performance levels and ensuring high data quality. Ensure consistent adoption and usage of ITSM tools across operational teams. Monitor, analyse, and action operational KPIs and SLA reports to identify and address service gaps. Drive governance processes to swiftly deal with issues and maintain service continuity. Implement process improvements to enhance efficiency, reduce costs, and improve customer experience. Maintain strong knowledge of the customer’s organisational structure, operational models, and relevant policies. Work closely with cross‑functional teams to ensure SLA compliance and mitigate operational risks. Provide timely performance and compliance reporting to senior management and customers. Champion continuous improvement, training, and best practice adoption across teams. What You’ll Bring 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 Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We maintain a dynamic, agile, small‑business feel that is often diluted in larger organisations of our size. Our culture is built on people, offering social events, chill‑out spaces, remote working, flexi‑hours, and professional development courses. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. 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 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. Referrals increase your chances of interviewing at Datacom by 2x. #J-18808-Ljbffr