About Us:
Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigates their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help you navigate your next.
Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.
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Role Description: The Service Level Lead is responsible for managing, monitoring, and improving service level performance across business services, suppliers, and internal delivery teams. The role ensures that SLAs, OLAs, XLAs, KPIs, and service commitments are clearly defined, measured, reported, and reviewed through effective governance. Working within a SIAM or multi-supplier operating model, the Service Level Manager supports service performance transparency, drives corrective actions for service level risks or breaches, and contributes to continual improvement of service outcomes.
Location: Sydney
Salary: AUD 108,571– 119,893 Annual Gross
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes
Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
Roles and Responsibilities:-
Manage day-to-day Service Level Management activities across assigned services, suppliers, and business units, ensuring service commitments are understood and actively monitored.
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Support the definition, documentation, maintenance, and review of SLAs, OLAs, XLAs, KPIs, service targets, calculation rules, and reporting criteria.
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Monitor service performance against agreed targets, identify risks, exceptions, and breaches, and coordinate timely corrective actions with service owners and suppliers.
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Prepare and validate service performance reports, dashboards, monthly service review packs, and governance inputs using ServiceNow, reporting tools, and supplier data sources.
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Facilitate service level review meetings with internal stakeholders, suppliers, and client representatives, ensuring clear action tracking and follow-through.
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Investigate service level breaches, performance gaps, data discrepancies, and recurring trends, working with Incident, Problem, Change, Capacity, and Availability teams as required.
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Coordinate with suppliers to ensure accurate performance submissions, evidence, commentary, improvement plans, and contractual reporting alignment.
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Support service owners and delivery teams in translating business expectations into measurable service targets and performance indicators.
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Maintain service reporting calendars, governance schedules, action logs, performance registers, and service level documentation repositories.
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Provide insights on service performance trends, customer experience indicators, supplier behavior, operational risks, and improvement opportunities.
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Support continual improvement initiatives by tracking service improvement plans, monitoring benefits realization, and identifying opportunities to improve service quality.
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Ensure Service Level Management processes, templates, and governance artefacts are followed consistently and remain aligned with ITIL, SIAM, and client operating model requirements.
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Collaborate with Service Catalogue, CMDB, Reporting, Supplier Management, and Governance teams to improve service definitions, ownership, measures, and reporting accuracy.
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Escalate persistent performance issues, reporting risks, unresolved supplier actions, and significant SLA breaches to the Service Level Lead or relevant governance forum.
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Promote a performance-focused culture by improving data quality, reporting discipline, service accountability, and stakeholder understanding of service level outcomes.
Key Skills and Attributes-
Good understanding of Service Level Management principles, ITIL practices, service performance governance, and operational reporting.
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Strong analytical skills with the ability to interpret service data, identify trends, validate performance results, and explain insights clearly.
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Experience preparing reports, dashboards, governance packs, performance summaries, and action trackers for operational and management audiences.
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Good stakeholder management skills with the ability to coordinate with service owners, suppliers, technical teams, and business representatives.
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Ability to challenge performance gaps and data inconsistencies professionally while maintaining collaborative supplier relationships.
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Strong written and verbal communication skills, with the ability to create concise service performance commentary and management updates.
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Good working knowledge of ITSM tools such as ServiceNow, including reporting, dashboards, incident data, service data, and SLA measurements.
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Understanding of multi-supplier or SIAM operating models, supplier governance, service ownership, and cross-provider accountability.
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Organized, detail-oriented, and comfortable managing recurring reporting cycles, governance meetings, action logs, and multiple service priorities.
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Continuous improvement mindset with an interest in improving measurement accuracy, service quality, customer experience, and reporting maturity.
Essential:-
Minimum 5 to 8 years of experience in IT Service Management, Service Level Management, service reporting, supplier governance, or related service operations roles.
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Experience working in enterprise IT, managed services, multi-supplier environments, or SIAM-based operating models is preferred.
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Good understanding of ITIL 4 practices, especially Service Level Management, Incident Management, Problem Management, Change Enablement, Continual Improvement, and Service Catalogue Management.
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Hands-on experience with ServiceNow ITSM or equivalent ITSM platforms, including SLA reporting, incident data, dashboards, and performance analytics.
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Experience supporting monthly service reviews, supplier performance reviews, governance forums, KPI reporting, and action tracking.
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Ability to work with Excel, PowerPoint, Power BI, ServiceNow Performance Analytics, or similar reporting and visualization tools.
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ITIL 4 Foundation certification is preferred. SIAM, ServiceNow, Power BI, or service reporting certifications would be advantageous.
Preferred Success Measures-
Accurate, timely, and consistent production of service level reports and governance packs.
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Improved visibility of SLA, OLA, XLA, KPI, and supplier performance across assigned services.
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Timely identification, escalation, and closure of service level risks, breaches, and improvement actions.
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Improved data quality, reporting accuracy, action tracking discipline, and stakeholder confidence in service performance insights.
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Contribution to measurable service improvement through trend analysis, supplier follow-up, and continual improvement tracking.
ADDITIONAL-
Excellent customer-facing skills
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Excellent written and verbal communication skills
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Strong attention to detail and outstanding analytical and problem-solving skills.
In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well-being (AU)-
Income Protection Insurance
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Paid Parental and Volunteer leaves
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Employee Assistance Program (EAP)
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Flexible working arrangements (hybrid, reviewed case-by-case basis)
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Health Insurance Discount and Well-being Program
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Access to Fitness and Gym Memberships
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Salary packaging and novated leasing
Our
recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.
Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email
[email protected] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”
