Service Reporting & Continual Improvement Lead

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

Benefits offered by this job

Hybrid work arrangements

Health insurance discount

Salary packaging

Gym memberships

Employee Assistance Program (EAP)

Parental leave

Job summary

Infosys in Sydney seeks an experienced Service Reporting and Continual Service Lead to produce, govern and improve service performance reporting across IT services, suppliers and delivery teams.

You will transform data into insights, drive continual improvement, and ensure alignment with ITIL and SIAM governance. Hybrid work arrangements may apply, with a focus on data quality and stakeholder collaboration.

Qualifications

• Minimum 5 to 8 years of experience in IT Service Management and continual improvement.
• Experience in enterprise IT, managed services, or multi‑supplier environments preferred.
• ItIL 4 practices knowledge, especially CI, SLAM, Incident, Change, and Reporting.
• Hands-on ServiceNow ITSM experience including data extraction and dashboards.
• Experience delivering monthly service reports and governance materials.
• ItIL 4 Foundation certification is preferred; additional SIAM/Lean/Six Sigma would help.

Responsibilities

• Manage recurring service reporting cycle from planning to governance packs.
• Develop and maintain service dashboards, monthly reports, and executive summaries.
• Validate inputs from ServiceNow, monitoring tools, and suppliers for accuracy.
• Analyze trends across incidents, requests, changes, and SLA performance.
• Translate data into actionable insights and improvement opportunities.
• Track improvement actions and ensure closure with stakeholders.
• Prepare concise management updates on risks and progress.
• Align reporting with SLAs, OLAs, XLAs, and governance standards.

Skills

ITSM

SIAM

Dashboards

KPIs & Reporting

Power BI

ServiceNow

Stakeholder Management

Data Analysis

Communication

Tools

ServiceNow

Excel

Power BI

Performance Analytics

Job description

Infosys in Sydney seeks an experienced Service Reporting and Continual Service Lead to produce, govern and improve service performance reporting across IT services, suppliers and delivery teams.

You will transform data into insights, drive continual improvement, and ensure alignment with ITIL and SIAM governance. Hybrid work arrangements may apply, with a focus on data quality and stakeholder collaboration.