Strategic Service Level Manager (ITIL/SIAM)

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

Benefits offered by this job

Hybrid working arrangements

Job summary

Infosys in Sydney seeks a Service Line Manager to manage and improve service level performance across business services, suppliers, and internal delivery teams. You will ensure SLAs, OLAs, XLAs, and KPIs are defined, measured, and reviewed with governance oversight.

Working within a SIAM/multi-supplier model, you will drive corrective actions, support continual improvement, and align with ITIL, SIAM, and client operating models. Hybrid arrangements apply.

Qualifications

• Strong understanding of SLA, ITIL, SIAM concepts.
• Experience with governance reporting and dashboards.
• Excellent stakeholder management skills.
• Ability to analyze data and explain insights.
• Experience with ITSM tools (ServiceNow).

Responsibilities

• Manage day-to-day service level management activities across services, suppliers, and business units, ensuring commitments are understood and monitored.
• Define and maintain SLAs, OLAs, XLAs, KPIs, targets, calculation rules, and reporting criteria.
• Monitor performance against targets, identify risks and breaches, coordinate corrective actions with owners and suppliers.
• Prepare governance packs, dashboards, monthly reports, and ensure data integrity.
• Lead service level review meetings with stakeholders and clients; track actions and follow-up.

Skills

ITIL knowledge

SLA management

Data analysis

Stakeholder mgmt

ITSM tools

Tools

ServiceNow

Job description

Infosys in Sydney seeks a Service Line Manager to manage and improve service level performance across business services, suppliers, and internal delivery teams. You will ensure SLAs, OLAs, XLAs, and KPIs are defined, measured, and reviewed with governance oversight.

Working within a SIAM/multi-supplier model, you will drive corrective actions, support continual improvement, and align with ITIL, SIAM, and client operating models. Hybrid arrangements apply.