incident service level agreement manager

1 week ago

Brisbane, Queensland, Australia beBeeGovernance Full time $90,000 - $120,000
Job Title:

Governance Manager - Incident And Service Level Agreement

Job Description:

As a seasoned professional, you will have the opportunity to shape the future of service management by overseeing the governance of Incident and Service Level Agreement (SLA) processes across our enterprise customer portfolio.

This critical role involves ensuring alignment between service management tools, delivery teams, and vendor partners. Key responsibilities include governing Incident and SLA processes to ensure seamless collaboration across internal teams, vendors, and client delivery groups.

You will provide expertise on Incident & SLA frameworks to effectively manage critical incidents and performance obligations, oversee SLA performance reporting, delivering insights and recommendations to senior stakeholders, collaborate with suppliers and vendors to meet contractual obligations and drive improvements, and support the integration and scalability of IT Service Management (ITSM) tools and processes across multiple environments.

Required Skills And Qualifications:

  • Minimum 3 years' experience managing SLAs and Incident Governance in an ICT environment.
  • Strong understanding of ITIL processes (Foundation required; Intermediate OSA certification highly regarded).
  • Experience interpreting SLAs, managing performance reports, and influencing stakeholders.
  • Excellent stakeholder management and negotiation skills in a complex organization.
  • Working knowledge of Service Now, Excel, or similar platforms, with strong analytical skills.
  • Australian Citizenship and eligibility for AGSVA Baseline clearance (current clearance desirable).

Benefits:

  • Flexible work arrangement: 3 days in the office, 2 days remote.
  • Inclusive parental leave of up to 16 weeks.
  • Additional leave days and access to wellbeing resources.
  • Extensive learning opportunities and employee-led groups for connection and support.

What You Can Expect:

  • A collaborative work environment that values diversity and inclusion.
  • The opportunity to work on critical projects that impact the future of service management.
  • A competitive salary and benefits package.

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