Service Line Manager — ITIL SLAs & SIAM Governance

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 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.