Service Level Performance Lead — SIAM

Infosys; Sydney; Hybrid; AUD 109,000 - 120,000; Full time

Benefits offered by this job

Income Protection Insurance

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Flexible working arrangements (hybrid)

Health Insurance Discount and Well‑be‑

Access to Fitness and Gym Memberships

Salary packaging and novated leasing

Job summary

Infosys is seeking a Service Level Lead in Sydney to manage and improve service level performance across multiple services, SIAM environments, and suppliers. The role focuses on defining and governing SLAs, OLAs, XLAs, and KPIs, with reporting delivered through ServiceNow and BI tools.

Hybrid work arrangement with strong emphasis on governance, continual improvement, and stakeholder collaboration. 5–8 years ITSM/SLA experience preferred, ITIL 4 knowledge, and Power BI/Excel reporting skills.

Qualifications

• Good understanding of Service Level Management principles and ITIL practices.
• Experience preparing reports, dashboards, governance packs and action trackers.

Responsibilities

• Manage day-to-day Service Level Management activities across services, suppliers and business units.
• Define, document and review SLAs, OLAs, XLAs, KPIs and reporting criteria.
• Monitor performance against targets and coordinate corrective actions with owners and suppliers.
• Prepare and validate service performance reports, dashboards and governance inputs.
• Lead service level review meetings with stakeholders and suppliers.
• Investigate breaches and data discrepancies, coordinating with related teams.

Skills

ITIL practices

Service Level Management

Stakeholder management

ServiceNow

Power BI

Data analysis

Tools

ServiceNow

Power BI

Excel

Job description

Infosys is seeking a Service Level Lead in Sydney to manage and improve service level performance across multiple services, SIAM environments, and suppliers. The role focuses on defining and governing SLAs, OLAs, XLAs, and KPIs, with reporting delivered through ServiceNow and BI tools.

Hybrid work arrangement with strong emphasis on governance, continual improvement, and stakeholder collaboration. 5–8 years ITSM/SLA experience preferred, ITIL 4 knowledge, and Power BI/Excel reporting skills.