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.
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.

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