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Select how often (in days) to receive an alert:Drive connections that matter in every moment.Optus is more than just a telco were the team of passionate and supportive people defining the future of service excellence, one extraordinary customer experience at a time. Every day our team of 6,000+ passionate people embrace a yes mindset, ensuring Australians enjoy closer friendships, stronger teams, deeper partnerships, and bigger breakthroughs. Here, youll find a community that flourishes by challenging themselves and changing the game. A place where you can build strong networks and long-lasting relationships, powered by lively collaboration, unwavering support and high flexibility.Shape service excellence from the inside out.AsIncident and SLA Manager, youll play a pivotal role in how we run service performance across our enterprise and government customer landscape. Youll be the liaison for ITSM technology, delivery, vendor, and customersgoverning critical service management processes to ensure alignment, accuracy, and impact.Youll 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 youll do:Lead and govern incident and SLA processes across internal teams, vendors, and customer environmentsAct as the SME for all things Incident and SLAprocess design, platform integration, reporting, and optimisationDeliver and improve service management architecture and tooling to meet diverse enterprise and government client needsDrive alignment to ITIL frameworks and champion continuous improvement initiativesBuild strong relationships across technical, delivery, and vendor governance teamsTranslate service data into actionable insights through automated reportingHandle and resolve service disruptions and escalate business-critical issues when neededWhat youll bring:Deep expertise in ITIL, Incident and SLA management, and enterprise service designSkilled at influencing and aligning diverse stakeholders through a customer focussed lensYou thrive in complexity, bringing clarity and consistency to high-impact operational processesSME-level knowledge of ServiceNow and enterprise service toolingHands-on experience in incident and SLA governance in complex ICT environmentsSolid understanding of vendor governance and ITSM integrationITIL certification (Foundation or higher)Experience working in or alongside outsourcing environmentsGood communication, documentation, and relationship-building skillsHigh emotional intelligence and problem-solving capabilityExperience turning contracts into operational workflowsDemonstrable experience in leading change and change managementBaseline Federal Government clearance (desirable)Perks we love at Optus3 days in the office, 2 days remote with flexible hours to suit!Inclusive paid parental leave, up to 16 weeks for the primary care giverAll Optus employees have access to resources, webinars and support via the Parents at Work portalBe 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!Keen to see what its really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!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 AccessibleRecruitment@optus.com.au or call 1800 309 170. We''re here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.For more information on Diversity, Inclusion & Belonging at Optus, please visit #J-18808-Ljbffr