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Service Level Performance Analyst
4 weeks ago
Select how often (in days) to receive an alert:
*We will only be considering Australian Citizens and Permanent Residents for this role.
Location: This role can be based in either our Sydney, Brisbane or Melbourne offices.
Service Level Performance AnalystAt Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
Join our Enterprise Business team as a Service Level Performance Analyst, where you'll play a pivotal role in delivering accurate, timely, and insightful SLA performance reporting to our strategic clients, including state government partners. In this data-focused and customer-facing role, you'll help ensure we meet contractual obligations, support continuous service improvement, and reduce service credits—making a direct impact on Optus' performance and reputation.
Your Day-to-Day:- Develop and deliver high-quality SLA performance reports across key Enterprise Business accounts, ensuring contractual compliance.
- Liaise with Client Delivery Managers, operational teams, and external vendors to define, test, and optimise report templates.
- Analyse data trends and collaborate on performance improvement initiatives to reduce service credits and enhance reporting accuracy.
- Manage priorities between scheduled and ad-hoc reporting, ensuring timelines are consistently met.
- Champion automation and continuous improvement opportunities, streamlining manual processes and reducing human error.
- 3+ years' experience in a managed IT services environment with a strong focus on SLA reporting or performance analytics.
- Advanced skills in Microsoft Excel, Access, and ServiceNow or similar ITSM/reporting platforms.
- Proven ability to interpret and manipulate data, build dashboards, and deliver insights that drive business decisions.
- Strong communication and relationship management skills across technical and non-technical stakeholders.
- Customer-focused, self-motivated, and highly organised, with excellent time management and problem-solving abilities.
- 3 days in the office, 2 days remote – with flexible hours to suit
- Inclusive gender-neutral paid Parental Leave of up to 16 weeks.
- Competitive leave including 2 additional 'Connected Leave' days.
- Access to resources, webinars, and support via the 'Parents at Work portal'.
- Own your growth by accessing an extensive online and facilitator-led learning catalogue.
- Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
Ready to take the first step in your tech career? Apply now
Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes
At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
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