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Incident & SLA Governance Manager

Optus -
Macquarie Park NSW

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Job Details

Benefits

Commuter assistance
Onsite gym
Parental leave

Qualifications

ITIL Foundation
ITIL Certification
Incident management
IT service management
ITIL
ServiceNow

Full Job Description

Date: 26 Jun 2026

Location: Macquarie Park, Australia

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Company: Singtel Group

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

As Incident and SLA Governance Manager, you’ll play a pivotal role in how we run service performance across our enterprise and government customer landscape. You’ll be the liaison for ITSM technology, delivery, vendor, and customers—governing critical service management processes to ensure alignment, accuracy, and impact.

You’ll guide the integration of Information Technology Service Management (ITSM) platforms such as ServiceNow, uphold ITIL standard processes, and lead all aspects of the Incident and SLA lifecycle across Optus Enterprise. Your insights will help craft seamless service experiences, champion a culture of continuous improvement, and keep teams performing at their best.

What you’ll do:
Lead and govern incident and SLA processes across internal teams, vendors, and customer environments
Act as the SME for all things Incident and SLA—process design, platform integration, reporting, and optimisation
Deliver and improve service management architecture and tooling to meet diverse enterprise and government client needs
Drive alignment to ITIL frameworks and champion continuous improvement initiatives
Build strong relationships across technical, delivery, and vendor governance teams
Translate service data into actionable insights through automated reporting
Handle and resolve service disruptions and escalate business-critical issues when needed

Your skills

Deep expertise in ITIL, Incident and SLA management, and enterprise service design
Skilled at influencing and aligning diverse stakeholders through a customer focussed lens
You thrive in complexity, bringing clarity and consistency to high-impact operational processes
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)

What’s in it for you?

Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners
Flexible working arrangements with opportunities to work three days in the office, two days remote or home
Vibrant and collaborative office campus that includes cafes, convenience store, chill-out zones, GP, post office, gym, and on-site childcare centre
Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you
We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks
Direct your development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities
Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+).
Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video
Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive.

If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [email protected] or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity

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