Drive connections that matter in every moment. Optus is more than just a telco : we're 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, you'll 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 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: typedisc: : 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 What you'll bring: typedisc: : 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) Perks we love at Optus typedisc: : 3 days in the office, 2 days remote : with flexible hours to suit : Inclusive paid parental leave, up to 16 weeks for the primary care giver : All Optus employees have access to resources, webinars and support via the 'Parents at Work portal' : Be 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 aft