SLA & Incident Governance Lead

Singtel Group; Ryde; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid/remote work options

Career development & training

Employee discounts

Job summary

Optus is seeking an experienced Incident and SLA Governance Manager to steer incident and SLA processes across internal teams, vendors and government-focused environments. You’ll serve as the SME for Incident and SLA design, ITIL alignment, platform integration, and performance reporting.

You will drive continuous improvement, manage stakeholders across delivery, vendor, and customer groups, and lead changes in complex ICT operations with a focus on operational excellence and reliable service

Qualifications

• Experience leading Incident and SLA governance across large organisations.
• Strong knowledge of ITIL and ITSM frameworks.
• Proven ability to design processes, integrate platforms, and deliver metrics.

Responsibilities

• Lead and govern incident and SLA processes across internal teams, vendors, and customer environments
• Act as the SME for Incident and SLA—process design, platform integration, reporting, and optimisation
• Deliver and improve service management architecture and tooling to meet enterprise and government needs
• Drive ITIL-aligned governance and continuous improvement initiatives
• Build relationships across technical, delivery, and vendor governance teams
• Translate service data into actionable insights via automated reporting
• Handle and resolve service disruptions and escalate critical issues as needed
• Demonstrate hands-on governance of ICT ITSM in complex environments

Skills

Incident Management

SLA governance

ITIL

Stakeholder management

ServiceNow

Vendor governance

Change management

Education

ITIL Certification (Foundation or higher)

Tools

ServiceNow

ITSM tooling

Job description

Optus is seeking an experienced Incident and SLA Governance Manager to steer incident and SLA processes across internal teams, vendors and government-focused environments. You’ll serve as the SME for Incident and SLA design, ITIL alignment, platform integration, and performance reporting.

You will drive continuous improvement, manage stakeholders across delivery, vendor, and customer groups, and lead changes in complex ICT operations with a focus on operational excellence and reliable service