Incident And Sla Governance Manager

2 weeks ago

Brisbane, Queensland, Australia Buscojobs Full time

We will only be considering Australian Citizens and Permanent Residents for this role.Incident and SLA Governance ManagerAt Optus, we're committed to shaping the future through innovation and continuous improvement.
We value a diverse and inclusive workforce, where different backgrounds and perspectives help us better serve our customers.We are seeking an experienced and collaborative Incident and SLA Governance Manager to join our Service Management Office.
In this role, you will govern Incident and SLA processes across our enterprise customer portfolio, ensuring alignment between service management tools, delivery teams, and vendor partners.This position is ideal for someone who thrives in high-visibility environments, enjoys stakeholder engagement, and is passionate about process optimization and continuous improvement.Your Day-to-Day:Govern Incident and SLA processes, ensuring 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.Promote a culture of continuous improvement to enhance governance, reporting, and service outcomes.What We're Looking For: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).
Experience in managed services or enterprise environments is highly regarded.What's in it for you?
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.If you're ready to advance your career in service management, apply now.
Explore #OptusLife on LinkedIn to see what it's like working at Optus.We are committed to diversity and inclusion.
If you need adjustments or accessibility support during the recruitment process, please contact us.
We value your application regardless of gender, background, disability, or identity.
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