.svg)
Singtel Group
Incident and SLA Governance Manager
Join Singtel Group in Sydney as an Incident and SLA Governance Manager. Leverage ServiceNow expertise to govern SLAs, manage incidents, and enhance service delivery.
Direct Hire
Mid-Level
ServiceNow Role Type:
ServiceNow Modules:
Governance, Risk, and Compliance
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
August 1, 2025
We are seeking an experienced Incident and SLA Governance Manager to join our Service Management Office, ensuring alignment between service management tools, delivery teams, and vendor partners. The role involves governing Incident and SLA processes, providing subject matter expertise, and overseeing SLA performance reporting.
Requirements
- Minimum 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 internal and external 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
- 3 days in the office, 2 days remote – with flexible hours to suit!
- Inclusive gender neutral paid Parental Leave of up to 16 weeks
- Competitive leave including 2 additional 'Connected Leave' days
- Access to the 'Parents at Work portal'
- Extensive online and facilitator-led learning catalogue
- Employee-led volunteer groups
Requirements Summary
Minimum 3 years of experience in managing SLAs and Incident Governance, strong understanding of ITIL processes, and proven stakeholder management skills
