Service Configuration Manager

1 day ago

Canberra, Australia Datacom Full time

Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
About the role
Datacom is looking for a Service Configuration Management Manager to join our organisation, working in Australia and delivering Configuration Management Services to our Commercial and Government Customer accounts.
This role will suit someone who is an experienced Configuration Manager and is looking for a career move to an organisation that is growing and where this capability is being built nationally across Australia. This role reports into the Service Operation Leadership team.
You will need to be proactive, have the ability to work independently, enthusiastic and also interested in being part of a large dynamic team delivering a high-quality service to our customers. Key to success in this role is expertise developed over 5+ years in a similar role, as you will be viewed as the primary Configuration Manager contact for our Datacom Customers.
Your ability to work with other members of Managed Service Operations team - specifically the Change Management teams and technical teams and to develop and deliver quality services for our customers is critical to the success of our model. As part of the role, you will provide quality customer service in performing the CMDB tasks which include CI to CI relationship mapping and Service to CI relationship mapping, the CMDB Reconciliation and CI Exception Reporting, Governance processes for Verification and continued maintenance of the CMDB Accuracy whilst Championing the delivery of the Service Operation processes
What you'll bring
In this role you will work collaboratively with other Datacom Service Operations team members, Service Delivery Managers and Technical teams. Essentially, the Configuration Manager will:

- Manage effective and smooth delivery of our customer’s Configuration Management services
- Manage the relationship with the customers by being the primary contact for the CMDB
- Contribute to the achievement of the outcomes of the managed services contract
- Lead the Service Improvements for the Configuration Management Service
- Support the process to deliver an accurate CMDB
- Contribute to new AIOPS initiatives.
- Transition new customers to the Configuration Management Service

Want some specific details?
- Ensure that Configuration Management Plans, processes, and procedures are followed incorporating good practise methodologies, accurately documented, successfully implemented, appropriately communicated to customer’s stakeholders, and provide continuous Configuration Management services for organisations.
- Govern and validate all the updates to the Configuration Items (CI) within the CMDB for our customers. This includes checking for changes requiring updates, updating and creating desktop assets within the CMDB and actioning requests to update assets in the CMDB.
- Provide expertise in CI and Service Relationship Mapping.
- Able to contribute to ITSM integration projects.
- Provide accurate reporting for our customers.
- Manage and highlight exceptions within the CMDB.
- Provide quality customer service through adherence to Datacom’s Configuration Management service delivery methodology and processes.
- Experience in ITSM technologies and their functionality in particular, Cherwell and ServiceNow.
- Interpret the data outputs from the Data Inventory technologies and provide accurate analysis and reporting, liaise with service management, and customer teams to define, execute Service Configuration Management standards, processes, procedures, plans and controls to ensure appropriate service asset and configuration information is recorded and maintained

It is essential that you are an Australian Citizen to be considered for this role.

Why Datacom?
Datacom is ones of ANZs largest suppliers of Information Technology professional services. As an ANZ company, 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.
At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill-out spaces, a gaming zone, remote working, flexi-hours and professional development courses to name a few. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

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