ITSM Incident & SLA Governance Lead

Singtel; Sydney; On-site; Confidential; Full time

Benefits offered by this job

Flexible working arrangements

Parental leave up to 16 weeks

Optus U micro-credentials

Colleague discounts

Free counselling services

On-site facilities and campus perks

Job summary

Optus is an Australian telecommunications leader delivering mobile and broadband services across a wide customer base. We seek an Incident and SLA Governance Manager to oversee service performance for enterprise and government clients, aligning ITSM processes with ITIL, and guiding ServiceNow integrations.

You will act as SME for incident and SLA governance, drive reporting, and lead continuous improvement across internal and outsourced teams while shaping operational workflows and governance.

Qualifications

• Deep expertise in ITIL, Incident and SLA management, and enterprise service design.
• Skilled at influencing and aligning diverse stakeholders through a customer focussed lens.
• Hands-on experience in incident and SLA governance in complex ICT environments.

Responsibilities

• 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 escalate business-critical issues when needed.

Skills

ITIL expertise

Incident & SLA mgmt

Stakeholder alignment

Change management

Communication

Vendor governance

Australian citizenship

Tools

ServiceNow

Job description

Optus is an Australian telecommunications leader delivering mobile and broadband services across a wide customer base. We seek an Incident and SLA Governance Manager to oversee service performance for enterprise and government clients, aligning ITSM processes with ITIL, and guiding ServiceNow integrations.

You will act as SME for incident and SLA governance, drive reporting, and lead continuous improvement across internal and outsourced teams while shaping operational workflows and governance.