Permanent
17 June 2026 11:59pm
Incident & Service Management Lead
Job Summary
Who We Are
We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.
This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.
The Opportunity
We are looking for an experienced Incident & Service Management Lead to join our Defence Managed Services team. In this pivotal role, you will own the end-to-end incident lifecycle, ensuring high-priority incidents are managed efficiently, service commitments are met, and continuous improvement is embedded across operations.
You will play a key leadership role during major incidents, collaborating with technical teams and stakeholders to drive swift resolution while maintaining clear and structured communication.
What We Offer
Performance-related pay
Access to thousands of learning programs so you can level-up
Global presence across 22 countries; opportunities to work where we do business.
Purchased annual leave scheme
Additional Telstra day off
Additional 30% off Telstra products and service
Recognition of prior service for recent defense members; carry over of long service leave to Telstra
4 weeks paid defense leave for Defense Reserve members
Candidates must be Australian Citizens with an NV1 security clearance and willing to obtain NV2 security clearance if required. This role requires obtaining and maintaining NV1 clearance.
This is a permanent full-time role.
Location: Canberra (On-site), 24/7 roster environment, including after-hours support
What You’ll Do
Telstra Enterprise - Enterprise Operations is responsible for the day-to-day operations of Telstra's enterprise business, including order fulfillment, customer support, and service delivery.
Key Responsibilities
Incident Lifecycle Management
Lead the end-to-end management of incidents from escalation through to resolution, ensuring timely and effective outcomes.
Major Incident Leadership
Coordinate technical resources during critical incidents and provide clear, consistent communication to stakeholders.
Stakeholder Engagement
Build strong relationships with internal teams (Service Desk, Delivery, Projects, Assurance) and external stakeholders including Defence, ICTOPS, JCW, and vendors.
Aged & Priority Ticket Management
Monitor and manage ticket queues, prioritising based on business impact and proactively escalating risks to avoid SLA breaches.
Jeopardy & Risk Management
Identify incidents at risk of breaching SLAs and implement mitigation strategies to minimise disruption.
Continuous Improvement
Drive service enhancements and operational improvements to uplift service quality and performance.
Reporting & Documentation
Maintain accurate records, produce incident and exception reports, and ensure documentation is current and audit-ready.
Post-Incident Reviews
Lead post-incident reviews, capturing learnings and embedding improvements across the team.
Resource & Capacity Planning
Partner with leadership to ensure adequate resourcing, coverage, and operational resilience.
Compliance & Risk
Ensure adherence to regulatory, compliance, safety, and environmental requirements.
Customer Focus
Maintain strong customer engagement and ensure commitments are consistently met.
About You
You are a proactive and resilient leader with a strong background in incident and service management within complex, high-availability environments.
Key experience includes:
Proven experience in Incident Management / Major Incident Management (ITSM environment)
Strong understanding of SLA/KPI management and service delivery frameworks (e.g. ITIL)
Experience working in Defence, government, or highly regulated environments (highly regarded)
Ability to lead during high-pressure situations with clear decision-making
Strong stakeholder management and communication skills
Experience managing aged tickets, service risks, and operational reporting
Comfortable working in a 24/7 roster environment, including after-hours support
