SIAM Practice Lead

Kinetic IT; City of Brisbane; Híbrido; AUD 170.000 - 210.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth-focused culture

Flexible hours & hybrid

Social events

Wellbeing resources

Employee discounts

Descripción de la vacante

Kinetic IT is seeking an experienced Practice Lead to shape and lead the Service Level Management and Monitoring & Reporting practice within a complex SIAM environment. You will coach a capable team, deliver practical guidance, and drive improvements in reporting, analytics, and collaboration services.

You will engage with customers and multiple providers to ensure service levels, thresholds and reporting remain aligned, practical and fit for purpose, while building capability and maintaining

Formación

• Define and manage service level measures, including thresholds, breaches, targets, scope and dependencies.
• Strong knowledge of service level reporting and trend analysis for performance improvements.
• Hands-on experience with ServiceNow Performance Analytics, Platform Analytics and Agile Workspace.
• Knowledge of SharePoint Online and Microsoft 365 to support collaboration and reporting processes.
• Proven experience leading, coaching and developing a team to maintain service quality.
• Australian Citizenship and AGSVA Baseline Clearance are required for government work.

Responsabilidades

• Lead and shape the Service Level Management and Monitoring & Reporting practice within a SIAM environment.
• Coach and develop the team, provide practical direction, and drive capability building.
• Collaborate with customers and service providers to ensure reports, analytics, and collaboration services stay aligned and fit for purpose.
• Provide guidance, process design, advisory support, and documentation improvements across the practice.

Conocimientos

Service Level Management

Reporting & analytics

ServiceNow Performance Analytics

Platform Analytics

Agile Workspace

SharePoint Online

Microsoft 365

Team leadership

AGSVA Baseline Clearance

Australian Citizenship

Herramientas

ServiceNow

SharePoint Online

Descripción del empleo

We’re seeking an experienced Practice Lead to shape and lead the Service Level Management and Monitoring & Reporting practice within a complex SIAM environment. This is an opportunity to improve service performance, simplify processes and guide a capable team to deliver high-quality outcomes.

This role combines technical leadership, people development and stakeholder engagement. You’ll provide practical guidance, process design, consulting and advisory support across the practice.

You’ll coach and develop the team, build capability and provide clear, practical direction. As a key subject matter expert, you’ll lead enhancements to Service Level Management and Monitoring & Reporting processes, solutions and supporting documentation.

You’ll also collaborate with the customer and multiple service providers to ensure reporting, analytics and collaboration services remain aligned, practical and fit for purpose.

What we’re looking for:

• Demonstrated experience defining and managing service level measures, including thresholds, breaches, targets, service scope and dependencies across multiple service providers.
• Strong knowledge of service level reporting and trend analysis, with the ability to identify opportunities that improve service performance and customer outcomes.
• Hands-on experience using ServiceNow Performance Analytics, Platform Analytics and Agile Workspace.
• Working knowledge of SharePoint Online and Microsoft 365 to support collaboration, reporting and practice processes.
• Proven experience leading, coaching and supporting a team, with a genuine commitment to building capability and maintaining service quality.
• Australian Citizenship and an AGSVA Baseline Clearance- required to support our Federal Government customer.

About Kinetic IT

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 30 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.

Be You, Create the Future

At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact.

With over 1,400 talented people working across Australia, we deliver world-class capabilities with a local touch – helping shape the future of tech, here and beyond.

We value individuality and foster an inclusive culture where you’re safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.

As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We’re proud to be an Indigenous and Veteran-friendly employer.

The Kinetic IT Difference

• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together – Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.
• Other Perks- Access to our employee discounts platform, discounted gym membership and more.