Service Level Lead

Manage day-to-day Service Level Management activities across assigned services, suppliers, and business units, ensuring service commitments are understood and actively monitored.

Support the definition, documentation, maintenance, and review of SLAs, OLAs, XLAs, KPIs, service targets, calculation rules, and reporting criteria.

Monitor service performance against agreed targets, identify risks, exceptions, and breaches, and coordinate timely corrective actions with service owners and suppliers.

Prepare and validate service performance reports, dashboards, monthly service review packs, and governance inputs using ServiceNow, reporting tools, and supplier data sources.

Facilitate service level review meetings with internal stakeholders, suppliers, and client representatives, ensuring clear action tracking and follow-through.

Investigate service level breaches, performance gaps, data discrepancies, and recurring trends, working with Incident, Problem, Change, Capacity, and Availability teams as required.

Coordinate with suppliers to ensure accurate performance submissions, evidence, commentary, improvement plans, and contractual reporting alignment.

Support service owners and delivery teams in translating business expectations into measurable service targets and performance indicators.

Maintain service reporting calendars, governance schedules, action logs, performance registers, and service level documentation repositories.

Provide insights on service performance trends, customer experience indicators, supplier behavior, operational risks, and improvement opportunities.

Support continual improvement initiatives by tracking service improvement plans, monitoring benefits realization, and identifying opportunities to improve service quality.

Ensure Service Level Management processes, templates, and governance artefacts are followed consistently and remain aligned with ITIL, SIAM, and client operating model requirements.

Collaborate with Service Catalogue, CMDB, Reporting, Supplier Management, and Governance teams to improve service definitions, ownership, measures, and reporting accuracy.

Escalate persistent performance issues, reporting risks, unresolved supplier actions, and significant SLA breaches to the Service Level Lead or relevant governance forum.

Promote a performance-focused culture by improving data quality, reporting discipline, service accountability, and stakeholder understanding of service level outcomes.

Good understanding of Service Level Management principles, ITIL practices, service performance governance, and operational reporting.

Strong analytical skills with the ability to interpret service data, identify trends, validate performance results, and explain insights clearly.

Experience preparing reports, dashboards, governance packs, performance summaries, and action trackers for operational and management audiences.

Good stakeholder management skills with the ability to coordinate with service owners, suppliers, technical teams, and business representatives.

Ability to challenge performance gaps and data inconsistencies professionally while maintaining collaborative supplier relationships.

Strong written and verbal communication skills, with the ability to create concise service performance commentary and management updates.

Good working knowledge of ITSM tools such as ServiceNow, including reporting, dashboards, incident data, service data, and SLA measurements.

Understanding of multi-supplier or SIAM operating models, supplier governance, service ownership, and cross-provider accountability.

Organized, detail-oriented, and comfortable managing recurring reporting cycles, governance meetings, action logs, and multiple service priorities.

Continuous improvement mindset with an interest in improving measurement accuracy, service quality, customer experience, and reporting maturity.

Minimum 5 to 8 years of experience in IT Service Management, Service Level Management, service reporting, supplier governance, or related service operations roles.

Experience working in enterprise IT, managed services, multi-supplier environments, or SIAM-based operating models is preferred.

Good understanding of ITIL 4 practices, especially Service Level Management, Incident Management, Problem Management, Change Enablement, Continual Improvement, and Service Catalogue Management.

Hands-on experience with ServiceNow ITSM or equivalent ITSM platforms, including SLA reporting, incident data, dashboards, and performance analytics.

Experience supporting monthly service reviews, supplier performance reviews, governance forums, KPI reporting, and action tracking.

Ability to work with Excel, PowerPoint, Power BI, ServiceNow Performance Analytics, or similar reporting and visualization tools.

ITIL 4 Foundation certification is preferred. SIAM, ServiceNow, Power BI, or service reporting certifications would be advantageous.

Accurate, timely, and consistent production of service level reports and governance packs.

Improved visibility of SLA, OLA, XLA, KPI, and supplier performance across assigned services.

Timely identification, escalation, and closure of service level risks, breaches, and improvement actions.

Improved data quality, reporting accuracy, action tracking discipline, and stakeholder confidence in service performance insights.

Contribution to measurable service improvement through trend analysis, supplier follow-up, and continual improvement tracking.

Excellent customer-facing skills

Excellent written and verbal communication skills

Strong attention to detail and outstanding analytical and problem-solving skills.

Income Protection Insurance

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Flexible working arrangements (hybrid, reviewed case-by-case basis)

Health Insurance Discount and Well-being Program

Access to Fitness and Gym Memberships

Salary packaging and novated leasing