Incident & SLA Governance Manager

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 team...