Process Optimization Lead

1 day ago

Sydney, New South Wales, Australia beBeeGovernance Full time $120,000 - $140,000

At the forefront of service management innovation, we're expanding into new opportunities and striving for excellence every day to create a better tomorrow for all Australians.

Job Summary

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

Your Key Responsibilities:
  • 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.
Requirements:
  • 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 organization.
  • 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.

Our diverse and inclusive workforce drives innovation and strengthens our connections with customers. We offer a dynamic work environment, flexible working hours, and competitive leave and parental support.

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