SLA Governance Manager

Optus is seeking a SLA Governance Manager to drive connections that matter in every moment and shape service excellence from the inside out. The successful candidate will lead and govern incident and SLA processes, act as SME for ITIL and ServiceNow, and drive alignment to ITIL frameworks.

Requirements

• Deep expertise in ITIL, Incident and SLA management, and enterprise service design
• Skilled at influencing and aligning diverse stakeholders through a customer focussed lens
• SME-level knowledge of ServiceNow and enterprise service tooling
• Hands-on experience in incident and SLA governance in complex ICT environments
• Solid understanding of vendor governance and ITSM integration
• ITIL certification (Foundation or higher)
• Experience working in or alongside outsourcing environments
• Good communication, documentation, and relationship-building skills
• High emotional intelligence and problem-solving capability
• Experience turning contracts into operational workflows
• Demonstrable experience in leading change and change management
• Australian Citizenship
• Baseline Federal Government clearance (desirable)

Benefits

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 16 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Be responsible for your own growth by accessing an extensive online and facilitator led learning catalogue.
• Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office (Sydney Campus)
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!