Incident & SLA Governance Manager (ITSM)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Incident & SLA Governance Manager (ITSM): Governing critical service management processes and leading the Incident and SLA lifecycle for enterprise and government customers with an accent on ITSM platform integration and vendor governance. Focus on driving alignment to ITIL frameworks, optimizing service management architecture, and translating service data into actionable insights.
Location: Hybrid (Macquarie Park, NSW). Must have Australian Citizenship.
Company
is an Australian telecommunications company delivering more than 11 million services across mobile, broadband, and digital solutions.
What you will do
- Lead and govern incident and SLA processes across internal teams, vendors, and customer environments.
- Act as the SME for process design, platform integration, reporting, and optimization.
- Deliver and improve service management architecture and tooling using ServiceNow.
- Drive alignment to ITIL frameworks and champion continuous improvement initiatives.
- Manage vendor governance and translate contracts into operational workflows.
- Handle service disruptions and escalate business-critical issues.
Requirements
- Deep expertise in ITIL, Incident and SLA management, and enterprise service design.
- SME-level knowledge of ServiceNow and enterprise service tooling.
- Hands-on experience in incident and SLA governance in complex ICT environments.
- ITIL certification (Foundation or higher).
- Australian Citizenship is required.
- Experience working in or alongside outsourcing environments.
Nice to have
- Baseline Federal Government clearance.
Culture & Benefits
- Flexible working arrangements (3 days office, 2 days remote).
- Competitive remuneration with $80 monthly credit and 25% off products.
- Collaborative office campus featuring a gym, GP, post office, and on-site childcare.
- Inclusive paid Parental Leave of up to 16 weeks.
- Professional development through U micro-credentials.
- 24/7 free access to counseling and wellbeing support services.
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