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 Senior Insights Manager, you’ll help shift the focus of traditional IT from service delivery towards service experience. Working across multiple customer service lines, you’ll bridge the gap between the technology teams supporting customer environments and the service experience teams focused on delivering meaningful customer outcomes. 

You’ll bring together process mining, data analytics and modern problem management approaches to turn complex operational data into decision-quality intelligence. You’ll connect identified opportunities with practical delivery, helping stakeholders move from insight to action and measurable improvement.

What you’ll do 

• Develop and maintain internal and customer-facing business intelligence reporting and visualisations that support performance management and informed decision-making. 

• Analyse complex operational environments and translate fragmented data into practical, customer-relevant insights and recommendations. 

• Own insights from initial investigation and validation through to stakeholder decision, tracked action and evidence of improvement. 

• Identify opportunities to improve operational efficiency, including event optimisation, information enrichment, automation and self-healing events using machine learning and artificial intelligence. 

• Improve customer experience by reducing recurring incidents, increasing self-service and supporting faster resolution of end-user incidents. 

• Support the development, tracking and visualisation of account-level outcomes and key results for internal programmes. 

• Facilitate discovery and playback sessions with customer, account, service-management and technology stakeholders, presenting complex findings in a clear and compelling way. 

• Share new operational and product insights derived from cross-account metadata and AIOps service development with customers and account teams. 

• Help turn successful customer-specific analysis into repeatable Data Intelligence products, methods and analytical workflows that can scale across accounts. 

• Develop business service views of customer IT infrastructure, providing an end-customer perspective and enabling proactive management of the customer experience. 

What you’ll bring 

• Substantial experience in Service Delivery, Technical Delivery, Process Management, operational analytics or a closely related role within a Managed Service Provider. 

• A detailed understanding of service management methodologies, including ITIL. 

• Strong knowledge of technical operating environments, concepts and frameworks, including experience with device monitoring toolsets. 

• The ability to understand process flows across both machine-driven and human-driven interactions. 

• A strong customer focus, with the ability to align service value to a customer’s business strategy. 

• Capability with reporting and data visualisation tools such as Power BI and Tableau. 

• The ability to create meaningful metrics, baselines and measurements from discrete or inconsistent datasets. 

• Proven analytical and problem-solving skills, supported by curiosity and the confidence to question, investigate and generate observations. 

• The ability to move from an ambiguous business or service problem to a validated, data-supported recommendation. 

• The ability to produce technically detailed, insightful and accessible customer reports and executive-level presentations. 

• Strong stakeholder engagement, facilitation and customer relationship management skills. 

• Sound judgement when selecting analytical methods, techniques and evaluation criteria, including clear communication of assumptions and limitations. 

• The ability to collaborate effectively across large teams and build productive relationships with customers, stakeholders and suppliers. 

Nice to have 

We’d also value: 

• Practical experience with process mining tools and in-depth experience in Problem Management. 

• Expert knowledge of ITIL best practice. 

• Experience delivering services through SaaS platforms and working with ServiceNow or Cherwell. 

• Data modelling experience and expert Power BI skills, including familiarity with semantic models, row-level security and governed publication. 

• Working knowledge of modern data-product patterns, such as APIs, pipelines, lakehouses and automated refresh processes. 

• Practical experience applying AI-assisted analysis or automation to analytical or service-management workflows. 

• Advanced knowledge of at least two of the following: Alteryx, Python, R, SQL, Azure Data Factory, Microsoft Fabric, Snowflake, ABBYY Timeline, ScienceLogic or BigFix. 

• Experience managing large IT service delivery contracts, with a record of strong customer satisfaction and SLA conformance. 

Culture and Benefits 

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.