Incident and SLA Governance Manager

*We will only be considering Australian Citizens and Permanent Residents for this rol

Location: This role can be based in either our Sydney, Brisbaneor Melbourne offices.

Incident and SLA Governance Manage

At 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 Australian

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

We're seeking an experienced and collaborative Incident and SLA Governance Manager to join our Service Management Office. You'll play a pivotal role in governing Incident and SLA processes across our enterprise customer portfolio, ensuring alignment between service management tools, delivery teams, and vendor partners

This role is perfect for someone who thrives in high-visibility environments, enjoys influencing multiple stakeholders, and is passionate about driving process optimisation and continuous improvement

Your Day-to-Day:

• Govern Incident and SLA processes, ensuring alignment across internal teams, vendors, and client delivery groups.

• Provide subject matter expertise on Incident & SLA frameworks, enabling effective management of critical incidents and performance obligations.

• Oversee SLA performance reporting, delivering actionable insights and recommendations to senior stakeholders.

• Liaise with suppliers and vendors to ensure contractual obligations are met and drive continuous improvement initiatives.

• Support integration and scalability of ITSM tools and processes across multiple customer environments.

• Champion a culture of continuous improvement, enhancing governance, reporting accuracy, and overall service outcomes

What We're Looking For:

• Minimum 3 years' experience managing SLAs and Incident Governance within an ICT environment.

• Strong understanding of ITIL processes (Foundation required; Intermediate OSA certification highly regarded).

• Proven experience interpreting SLAs, managing performance reporting, and influencing senior internal and external stakeholders.

• Strong stakeholder management and negotiation skills across a complex, matrixed organisation.

• Working knowledge of ServiceNow, Excel or other reporting platforms, with strong analytical and reporting skills.

• Australian Citizenship required, with eligibility for AGSVA Baseline clearance (current clearance desirable).

• Experience within managed services or enterprise customer environments is highly regarded

What's in it for you?

• 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

• All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'

• Own your own 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 next step in your service management 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

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.