SLA Governance Specialist

2 days ago

Brisbane, Queensland, Australia beBeeGovernance Full time $110,000 - $155,000
Incident and SLA Governance Manager Job Description

This role involves governing Incident and SLA processes across an enterprise customer portfolio, 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 expertise on Incident & SLA frameworks to manage critical incidents and performance obligations effectively.
  • Oversee SLA performance reporting, delivering insights and recommendations to senior stakeholders.
  • Collaborate with suppliers and vendors to meet contractual obligations and drive improvements.
  • Support the integration and scalability of ITSM tools and processes across multiple environments.

Key Responsibilities:

Governance Expertise
  • Develop and maintain comprehensive Incident and SLA governance policies.
  • Ensure compliance with relevant regulatory requirements and industry standards.
  • Collaborate with cross-functional teams to develop and implement process improvements.

Process Optimization

  • Identify areas for process improvement and develop strategies to enhance efficiency.
  • Implement data-driven decision-making processes to optimize Incident and SLA performance.
  • Collaborate with vendors and suppliers to identify opportunities for cost savings and process enhancements.

Requirements:

  • 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 ServiceNow, Excel, or similar platforms, with strong analytical skills.
  • Australian Citizenship and eligibility for AGSVA Baseline clearance (current clearance desirable).

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