Incident and SLA Governance Manager

Optus is seeking an experienced Incident and SLA Governance Manager to join their Service Management Office. The role involves governing incident and SLA processes, providing subject matter expertise, and overseeing performance reporting. The position involves ensuring alignment between internal teams, vendors, and client delivery groups, and driving process optimisation and continuous improvement. This is a hybrid, based in either Sydney, Brisbane or Melbourne.

Requirements

• 3 years’ experience managing SLAs and Incident Governance within an ICT environment.
• Strong understanding of ITIL processes (Foundation required; Intermediate OSA certification highly regarded).
• Proven experience interpreting SLAs, managing performance reporting, and influencing senior stakeholders.
• Strong stakeholder management and negotiation skills across a complex, matrixed organisation.
• Working knowledge of ServiceNow, Excel or other reporting platforms, with strong analytical and reporting skills.

Benefits

• Inclusive gender neutral paid Parental Leave
• Competitive leave including 'Connected Leave'
• Access to learning resources and facilitator-led workshops
• Employee-led volunteer groups
• Flexible hours