Service Level Performance Analyst

2 weeks ago

Melbourne, Australia Optus Full time

We will only be considering Australian Citizens and Permanent Residents for this role* 

Service Level Performance Analyst
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 the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. 
Join our Enterprise Business team as a
Service Level Performance Analyst
,
where you'll play a pivotal role in delivering accurate, timely, and insightful SLA performance reporting to our strategic clients, including state government partners. In this data-focused and customer-facing role, you’ll help ensure we meet contractual obligations, support continuous service improvement, and reduce service credits—making a direct impact on Optus' performance and reputation.
**Your Day-to-Day**:
Develop and deliver high-quality SLA performance reports across key Enterprise Business accounts, ensuring contractual compliance.
Liaise with Client Delivery Managers, operational teams, and external vendors to define, test, and optimise report templates.
Analyse data trends and collaborate on performance improvement initiatives to reduce service credits and enhance reporting accuracy.
Manage priorities between scheduled and ad-hoc reporting, ensuring timelines are consistently met.
Champion automation and continuous improvement opportunities, streamlining manual processes and reducing human error
**What We're Looking For**:  
3+ years’ experience in a managed IT services environment with a strong focus on SLA reporting or performance analytics.
Advanced skills in Microsoft Excel, Access, and ServiceNow or similar ITSM/reporting platforms.
Proven ability to interpret and manipulate data, build dashboards, and deliver insights that drive business decisions.
Strong communication and relationship management skills across technical and non-technical stakeholders.
Customer-focused, self-motivated, and highly organised, with excellent time management and problem-solving abilities
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
All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
Own your own 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.
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes 
For more information on Diversity, Inclusion & Belonging at Optus, please visit
.

  • Service Desk Analyst

    2 weeks ago

    Melbourne, Australia Service Stream Full time

    Primary Location Melbourne, VIC Job Description Summary An exciting opportunity has arisen for a Service Desk Analyst to join Service Stream in our Collin Street, Melbourne Office About the Role Service Stream’s Service and Support Department are currently seeking a Service Desk Analyst to join our growing company. As a Service Desk Analyst you will...

  • Performance Analyst

    2 weeks ago

    Melbourne, Australia Western Health Full time

    Location: Melbourne | Western Metropolitan Job type: Full time Organisation: Western Health **Salary**: Salary not specified Occupation: Analyst Reference: 50890 **Performance Analyst** - Flexible hybrid work environment - Williamstown base - 5 weeks annual leave - Salary Packaging & monthly ADOs **To be Successful in this Role you will have**: -...

  • Irp Performance Analyst

    2 weeks ago

    Melbourne, Australia BNP Paribas Full time

    IRP PERFORMANCE ANALYST (JOB NUMBER: C D000507) **Overall Job Purpose** The Performance Analyst role sits within the IRP Service Delivery team. The role performs day to day oversight of performance, attribution and risk related reporting services delivered by the offshore hub location in Chennai. The Performance Analyst interacts directly with AU based...

  • sales performance analyst

    7 days ago

    Melbourne, Victoria, Australia SHK Asia Pacific Full time $90,000 - $120,000 per year

    Leading global consumer electronics organisationDrive growth through analytics, insights and dataInfluential role working with leadership teamAbout the organisationThis enterprise is well known and loved around the world for its various contemporary electronic products that reflect consumers' expectations of reliable technology. With 75,000 employees across...

  • Performance Analyst

    2 weeks ago

    Melbourne, Australia CitiPower and Powercor Full time

    Melbourne, VIC, AU, 3000 **About us**: - At CitiPower and Powercor, we’re proud to deliver electricity to 1.3 million Victorian customers every day through our network of poles and wires. But more than that, we’re here to power communities, support local businesses and keep critical services running smoothly, we’re essential to them all - and none of...

  • Irp Performance Analyst

    2 weeks ago

    Melbourne, Australia BNP Paribas Full time

    **Overall Job Purpose** The Performance Analyst role sits within the IRP Service Delivery team. The role performs day to day oversight of performance, attribution and risk related reporting services delivered by the offshore hub location in Chennai. The Performance Analyst interacts directly with AU based clients to ensure a quality service delivery...

  • Level 2 Service Desk Analyst

    2 weeks ago

    Melbourne, Australia Profusion Group Full time

    6-month contract - Excellent daily rate - Broad range of tickets **IT Service Desk Analyst - 6 month contract - Excellent daily rate** *** **Company Overview** *** Profusion is working with a global financial service client who are seeking a motivated IT Service Desk Analyst to join their high performing and close-knit team. **Role...

  • Performance and Reporting Analyst

    7 days ago

    Melbourne, Australia Australian Unity Full time

    **About us** Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community. As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our...

  • Service Desk Analyst

    7 days ago

    Melbourne, Victoria, Australia Service Stream Full time $60,000 - $90,000 per year

    Primary LocationVIC - Melbourne - 655 Collins StJob Description SummaryNew opportunities for a Service Desk Analyst in Melbourne VIC and Welshpool WAAbout the RoleWe have new opportunities available to join us at Service Stream as a Service Desk Analyst. This is a great platform for someone looking to grow their career in an expanding ASX listed leader in...

  • Level 1 Service Desk Analyst

    7 days ago

    Melbourne, Australia Profusion Group Full time

    12 month min contract ( likely extensions or perm) - Excellent daily rate - Broad range of tickets **IT Service Desk Analyst - 12 month contract - Excellent daily rate** - **12 month min contract ( likely extensions or perm)**: - **Excellent daily rate**: - **Hand over to the UK team each evening and log off**: - **Great work /life balance. Supportive...