Incident & SLA Governance Manager

Optus; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Flexible work arrangements

Office campus facilities

Parental Leave 16 weeks

Counselling services

Discounts on Optus products

Free Optus bus transport

Job summary

Optus is seeking an Incident and SLA Governance Manager to lead service performance across enterprise and government accounts. You’ll govern incident and SLA lifecycle, align ITSM processes, and coordinate with IT teams, vendors, and customers to improve uptime.

You’ll leverage ServiceNow and ITIL frameworks, drive reporting, automation, and continuous improvement while translating data into actionable insights and ensuring regulatory and security requirements are met.

Qualifications

• Experience with ITIL processes and incident/SLA governance across large ICT environments required.
• Ability to design and implement service management tooling and reporting.
• Strong collaboration with cross-functional teams, vendors and customers.

Responsibilities

• Lead and govern incident and SLA processes across internal teams, vendors, and customer environments
• Act as SME for Incident and SLA—process design, platform integration, and reporting
• Deliver and improve service management architecture and tooling for enterprise/government clients
• Drive ITIL alignment and continuous improvement initiatives
• Build relationships across technical, delivery, and governance teams
• Translate service data into actionable insights via automated reporting
• Handle and resolve service disruptions and escalations when needed

Skills

ITIL expertise

Incident & SLA management

ServiceNow

Stakeholder engagement

Change management

Vendor governance

ITSM integration

Communication

Australian Citizenship

Contract to workflow

Change management leadership

Outsourcing experience

Tools

ServiceNow

Job description

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

As Incident and SLA Governance Manager, you’ll play a pivotal role in how we run service performance across our enterprise and government customer landscape. You’ll be the liaison for ITSM technology, delivery, vendor, and customers—governing critical service management processes to ensure alignment, accuracy, and impact.

You’ll guide the integration of Information Technology Service Management (ITSM) platforms such as ServiceNow, uphold ITIL standard processes, and lead all aspects of the Incident and SLA lifecycle across Optus Enterprise. Your insights will help craft seamless service experiences, champion a culture of continuous improvement, and keep teams performing at their best.

What You’ll Do

• Lead and govern incident and SLA processes across internal teams, vendors, and customer environments
• Act as the SME for all things Incident and SLA—process design, platform integration, reporting, and optimisation
• Deliver and improve service management architecture and tooling to meet diverse enterprise and government client needs
• Drive alignment to ITIL frameworks and champion continuous improvement initiatives
• Build strong relationships across technical, delivery, and vendor governance teams
• Translate service data into actionable insights through automated reporting
• Handle and resolve service disruptions and escape business-critical issues when needed

Your Skills

• Deep expertise in ITIL, Incident and SLA management, and enterprise service design
• Skilled at influencing and aligning diverse stakeholders through a customer focussed lens
• You thrive in complexity, bringing clarity and consistency to high-impact operational processes
• SME-level knowledge of ServiceNow and enterprise service tooling
• Hands-on experience in incident and SLA governance in complex ICT environments
• Solid understanding of vendor governance and ITSM integration
• ITIL certification (Foundation or higher)
• Experience working in or alongside outsourcing environments
• Good communication, documentation, and relationship-building skills
• High emotional intelligence and problem-solving capability
• Experience turning contracts into operational workflows
• Demonstrable experience in leading change and change management
• Australian Citizenship
• Baseline Federal Government clearance (desirable)

What’s in it for you?

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home
• Vibrant and collaborative office campus that includes cafes, convenience store, chill-out zones, GP, post office, gym, and on-site childcare centre
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks
• Direct your development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive.

If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please [e-mail] call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity