ITSM Incident & SLA Governance Lead

Optus Enterprise; Sydney; On-site; AUD 170,000 - 250,000; Full time

Benefits offered by this job

Flexible working arrangements

Parental Leave up to 16 weeks

Optus U micro-credentials

Counselling & wellbeing support

Free Optus bus access

Job summary

Optus Enterprise is seeking an Incident and SLA Governance Manager to guide service performance across enterprise and government clients. You will govern ITIL-aligned processes, drive platform integration with ServiceNow, and lead the lifecycle of incidents and SLAs with internal teams and vendors.

You will translate data into insights, champion continuous improvement, and collaborate with delivery and governance teams to maintain high service standards.

Qualifications

• Deep expertise in ITIL, Incident and SLA management, and enterprise service design.
• Experience in ITSM platform integration with ServiceNow.
• Experience leading incident and SLA governance in complex ICT environments.
• Baseline Federal Government clearance desirable.

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 elevate business-critical issues when needed

Skills

ITIL expertise

Incident & SLA governance

Stakeholder management

Communication skills

Change management

Problem solving

Vendor governance

Education

ITIL certification (Foundation or higher)

Tools

ServiceNow

Job description

Optus Enterprise is seeking an Incident and SLA Governance Manager to guide service performance across enterprise and government clients. You will govern ITIL-aligned processes, drive platform integration with ServiceNow, and lead the lifecycle of incidents and SLAs with internal teams and vendors.

You will translate data into insights, champion continuous improvement, and collaborate with delivery and governance teams to maintain high service standards.