ITIL Incident & SLA Governance Lead

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 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.