Service Line Manager

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

Health Insurance Discount and Well-bei

Access to Fitness and Gym Memberships

Salary packaging and novated leasing

Job summary

Infosys in Sydney, Australia, is seeking a Service Line Manager to lead service level management across business services, suppliers, and internal delivery teams. You will define, monitor, and improve SLAs, OLAs, XLAs, KPIs, and governance, within a SIAM/multi-supplier model.

The role requires strong analytical skills, excellent communication, and stakeholder management to drive performance, coordinate with service owners, and deliver transparent reports using ServiceNow and other tools.

Qualifications

• Strong understanding of Service Level Management principles and governance.
• Excellent written and verbal communication skills.
• Ability to manage multiple stakeholders across suppliers and internal teams.

Responsibilities

• Manage day-to-day Service Level Management activities across services, suppliers, and business units, ensuring commitments are understood and monitored.
• Support the definition, documentation, maintenance, and review of SLAs, OLAs, XLAs, KPIs, and reporting criteria.
• Monitor service performance against targets, identify risks, and coordinate corrective actions with owners and suppliers.
• Prepare and validate performance reports, dashboards, and governance packs using ServiceNow and other reporting sources.
• Facilitate service level review meetings with stakeholders, ensuring clear action tracking and follow-through.

Skills

Service Level Management

ITIL

Stakeholder Management

Analytical Skills

ServiceNow

Communication Skills

Tools

ServiceNow

Job description

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).

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.
• 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.

ADDITIONAL

• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem-solving skills.

In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well-being (AU)

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case-by-case basis)
• Health Insurance Discount and Well-being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [e-mail] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”