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Incident and SLA Governance Manager

1 month ago

Sydney, New South Wales, Australia Singtel Group Full time
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*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.

Incident and SLA Governance Manager

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 Australians.

We believe in a vibrant, diverse, and inclusive workforce where backgrounds, perspectives, and life experiences 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 ideal for someone who thrives in high-visibility environments, enjoys influencing multiple stakeholders, and is passionate about 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.
- Access to resources, webinars, and support via the 'Parents at Work portal' for all Optus employees.
- 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 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 value diversity and are committed to providing equal employment opportunities to all job seekers, including those from diverse backgrounds, individuals with disabilities, members of the LGBTQIA+ community, armed forces veterans, and Indigenous Australians. If you require adjustments or accessibility support during the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. When you contact us, please specify your preferred method of contact, and we will respond within 48 hours.

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