Practice Lead — Service Level & Monitoring

Kinetic IT

Melbourne

Hybrid

AUD 120,000 - 150,000

Full time

3 days ago

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Benefits offered by this job

Hybrid options

Health and wellbeing resources

Employee discounts platform

Discounted gym membership

Job summary

Kinetic IT is seeking an experienced Practice Lead to define and drive the Service Level Management and Monitoring & Reporting practice within a complex SIAM environment. You will guide a capable team to deliver high-quality outcomes and improve service performance.

This role involves collaborating with the customer and multiple service providers, designing practical processes, providing advisory support, and coaching colleagues to build capability while ensuring reporting remains aligned and

Qualifications

Defined and managed service level measures across multiple service providers.
Experience with service level reporting and trend analysis to improve outcomes.
Hands-on experience with ServiceNow Performance Analytics, Platform Analytics and Agile Workspace.
Working knowledge of SharePoint Online and Microsoft 365 for collaboration and reporting.
Proven experience leading, coaching and developing a team with focus on service quality.
Australian Citizenship and AGSVA Baseline Clearance required.

Responsibilities

Shape and lead the Service Level Management and Monitoring & Reporting practice within a SIAM environment.
Coach and develop the team, build capability and provide clear direction to deliver high-quality outcomes.
Lead enhancements to Service Level Management and Monitoring processes, solutions and supporting documentation.
Collaborate with customers and multiple service providers to ensure reporting, analytics and collaboration services remain aligned and fit for purpose.