Senior Incident and SLA Governance Professional
3 days ago
As an experienced Incident and SLA Governance Specialist, you will play a pivotal role in governing incident and SLA processes across our enterprise customer portfolio. This includes ensuring alignment between service management tools, delivery teams, and vendor partners.
- Govern incident and SLA processes to ensure alignment across internal teams, vendors, and client delivery groups.
- Provide subject matter expertise on incident & SLA frameworks to enable 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.
The ideal candidate will have a strong understanding of ITIL processes and proven experience interpreting SLAs, managing performance reporting, and influencing senior internal and external stakeholders. Additionally, they must possess strong stakeholder management and negotiation skills across a complex, matrixed organization.
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 Service Now, Excel, or other reporting platforms, with strong analytical and reporting skills.
- Australian Citizenship required, with eligibility for AGSVA Baseline clearance (current clearance desirable).
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