Service Line Manager

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

Benefits offered by this job

Hybrid working arrangements

Job summary

Infosys in Sydney seeks a Service Line Manager to manage and improve service level performance across business services, suppliers, and internal delivery teams. You will ensure SLAs, OLAs, XLAs, and KPIs are defined, measured, and reviewed with governance oversight.

Working within a SIAM/multi-supplier model, you will drive corrective actions, support continual improvement, and align with ITIL, SIAM, and client operating models. Hybrid arrangements apply.

Qualifications

• Strong understanding of SLA, ITIL, SIAM concepts.
• Experience with governance reporting and dashboards.
• Excellent stakeholder management skills.
• Ability to analyze data and explain insights.
• Experience with ITSM tools (ServiceNow).

Responsibilities

• Manage day-to-day service level management activities across services, suppliers, and business units, ensuring commitments are understood and monitored.
• Define and maintain SLAs, OLAs, XLAs, KPIs, targets, calculation rules, and reporting criteria.
• Monitor performance against targets, identify risks and breaches, coordinate corrective actions with owners and suppliers.
• Prepare governance packs, dashboards, monthly reports, and ensure data integrity.
• Lead service level review meetings with stakeholders and clients; track actions and follow-up.

Skills

ITIL knowledge

SLA management

Data analysis

Stakeholder mgmt

ITSM tools

Tools

ServiceNow

Job description

About Us

Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.

About Us

Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace. Visit www.infosys.com to see how Infosys (NYSE: INFY) can help you navigate your next. Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence. Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys

Role Description:

Looking for Service Line Manager. The Service Level Manager is responsible for managing, monitoring, and improving service level performance across business services, suppliers, and internal delivery teams. The role ensures that SLAs, OLAs, XLAs, KPIs, and service commitments are clearly defined, measured, reported, and reviewed through effective governance. Working within a SIAM or multi-supplier operating model, the Service Level Manager supports service performance transparency, drives corrective actions for service level risks or breaches, and contributes to continual improvement of service outcomes.

Location:

Sydney, Australia

Salary: AUD 108,571– 119,893 Annual Gross

Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes

Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

Roles And Responsibilities

• Manage day-to-day Service Level Management activities across assigned services, suppliers, and business units, ensuring service commitments are understood and actively monitored.
• Support the definition, documentation, maintenance, and review of SLAs, OLAs, XLAs, KPIs, service targets, calculation rules, and reporting criteria.
• Monitor service performance against agreed targets, identify risks, exceptions, and breaches, and coordinate timely corrective actions with service owners and suppliers.
• Prepare and validate service performance reports, dashboards, monthly service review packs, and governance inputs using ServiceNow, reporting tools, and supplier data sources.
• Facilitate service level review meetings with internal stakeholders, suppliers, and client representatives, ensuring clear action tracking and follow-through.
• Investigate service level breaches, performance gaps, data discrepancies, and recurring trends, working with Incident, Problem, Change, Capacity, and Availability teams as required.
• Coordinate with suppliers to ensure accurate performance submissions, evidence, commentary, improvement plans, and contractual reporting alignment.
• Support service owners and delivery teams in translating business expectations into measurable service targets and performance indicators.
• Maintain service reporting calendars, governance schedules, action logs, performance registers, and service level documentation repositories.
• Provide insights on service performance trends, customer experience indicators, supplier behavior, operational risks, and improvement opportunities.
• Support continual improvement initiatives by tracking service improvement plans, monitoring benefits realization, and identifying opportunities to improve service quality.
• Ensure Service Level Management processes, templates, and governance artefacts are followed consistently and remain aligned with ITIL, SIAM, and client operating model requirements.
• Collaborate with Service Catalogue, CMDB, Reporting, Supplier Management, and Governance teams to improve service definitions, ownership, measures, and reporting accuracy.
• Escalate persistent performance issues, reporting risks, unresolved supplier actions, and significant SLA breaches to the Service Level Lead or relevant governance forum.
• Promote a performance-focused culture by improving data quality, reporting discipline, service accountability, and stakeholder understanding of service level outcomes.

Essential

• Good understanding of Service Level Management principles, ITIL practices, service performance governance, and operational reporting.
• Strong analytical skills with the ability to interpret service data, identify trends, validate performance results, and explain insights clearly.
• Experience preparing reports, dashboards, governance packs, performance summaries, and action trackers for operational and management audiences.
• Good stakeholder management skills with the ability to coordinate with service owners, suppliers, technical teams, and business representatives.
• Ability to challenge performance gaps and data inconsistencies professionally while maintaining collaborative supplier relationships.
• Strong written and verbal communication skills, with the ability to create concise service performance commentary and management updates.
• Good working knowledge of ITSM tools such as ServiceNow