Senior Service Designer (ServiceNow)

About the role

Datacom is looking for a Senior Service Designer to translate its Future of Service Delivery vision into practical, scalable service experiences. Working closely with the Process Transformation Lead, you will shape end‑to‑end service patterns, customer journeys and service blueprints that can be realised through ServiceNow across Australia and New Zealand.

Key responsibilities

• Design future‑state service experiences, journeys, blueprints and operating processes for the Future of Service Delivery programme.
• Convert service‑line intent into repeatable, end‑to‑end service patterns.
• Facilitate workshops, co‑design sessions and stakeholder interviews with product, process, commercial and delivery teams.
• Map current‑state pain points and translate them into clear, implementation‑ready artefacts.
• Ensure designs are operationally adoptable, measurable and support continuous improvement.
• Collaborate with ServiceNow, technical and delivery teams to align designs with platform capabilities and governance.
• Define adoption indicators, transition considerations and BAU ownership requirements.
• Present concepts, insights, risks and recommendations to senior stakeholders.

Required profile

• Senior‑level experience in service design and human‑centred design.
• Proven ability to work across multiple stakeholder groups and translate business intent into concrete service models.
• Strong facilitation skills for workshops and co‑design activities.
• Experience delivering designs that can be operationalised and measured.

Required skills

• ServiceNow platform