Practice Lead

Kinetic IT; Brisbane; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

Kinetic IT is seeking an experienced Practice Lead to shape and lead the Service Level Management and Monitoring & Reporting practice within a complex SIAM environment. You will coach a team, guide process design and provide practical direction to ensure high-quality outcomes.

You will collaborate with customers and multiple service providers to keep reporting and analytics aligned, practical and fit for purpose.

Qualifications

• Experience defining and managing service level measures, including thresholds, breaches, targets, service scope and dependencies across multiple service providers.
• Strong knowledge of service level reporting and trend analysis, with ability to identify opportunities to improve service performance and customer outcomes.
• Hands-on experience using ServiceNow Performance Analytics, Platform Analytics and Agile Workspace.
• Working knowledge of SharePoint Online and Microsoft 365 to support collaboration, reporting and practice processes.
• Proven experience leading, coaching and supporting a team, with a genuine commitment to building capability and maintaining service quality.
• Australian Citizenship and an AGSVA Baseline Clearance required to support a Federal Government customer.

Responsibilities

• Define and lead the Service Level Management and Monitoring & Reporting practice within a SIAM environment.
• Coach and develop the team, build capability and provide clear, practical direction.
• Lead improvements to SLAM processes, solutions and supporting documentation.
• Collaborate with the customer and multiple service providers to ensure reporting, analytics and collaboration services remain aligned and fit for purpose.

Skills

Service level management

Performance analytics

ServiceNow

Agile Workspace

SharePoint Online

Microsoft 365

Team leadership

Stakeholder engagement

Clearance/Citizenship

Tools

ServiceNow Platform Analytics

SharePoint Online

Microsoft 365

Job description

We’re seeking an experienced Practice Lead to shape and lead the Service Level Management and Monitoring & Reporting practice within a complex SIAM environment. This is an opportunity to improve service performance, simplify processes and guide a capable team to deliver high-quality outcomes.

This role is open to applicants from Canberra, Melbourne, Sydney and Brisbane.

This position combines technical leadership, people development and stakeholder engagement. You’ll provide practical guidance, process design, consulting and advisory support across the practice.

You’ll coach and develop the team, build capability and provide clear, practical direction. As a key subject matter expert, you’ll lead enhancements to Service Level Management and Monitoring & Reporting processes, solutions and supporting documentation.

You’ll also collaborate with the customer and multiple service providers to ensure reporting, analytics and collaboration services remain aligned, practical and fit for purpose.

What we’re looking for:

• Demonstrated experience defining and managing service level measures, including thresholds, breaches, targets, service scope and dependencies across multiple service providers.
• Strong knowledge of service level reporting and trend analysis, with the ability to identify opportunities that improve service performance and customer outcomes.
• Hands-on experience using ServiceNow Performance Analytics, Platform Analytics and Agile Workspace.
• Working knowledge of SharePoint Online and Microsoft 365 to support collaboration, reporting and practice processes.
• Proven experience leading, coaching and supporting a team, with a genuine commitment to building capability and maintaining service quality.
• Australian Citizenship and anAGSVA Baseline Clearance- required to support our Federal Government customer.

About Kinetic IT

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 30 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.

Be You, Create the Future

At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact.

With over 1,400 talented people working across Australia, we deliver world‑class capabilities with a local touch – helping shape the future of tech, here and beyond.

We value individuality and foster an inclusive culture where you’re safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.

As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We’re proud to be an Indigenous and Veteran-friendly employer.

The Kinetic IT Difference

• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together – Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.
• Other Perks- Access to our employee discounts platform, discounted gym membership and more.