Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigates their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help you navigate your next.

Recognized as the #1 Top Employer in Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI-first organization, we empower our people to work on next-generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence

Role Description

The Service Level Lead is responsible for managing, monitoring, and improving service level performance across business services, suppliers, and internal delivery teams. The role ensures that SLAs, OLAs, XLAs, KPIs, and service commitments are clearly defined, measured, reported, and reviewed through effective governance. Working within a SIAM or multi-supplier operating model, the Service Level Manager supports service performance transparency, drives corrective actions for service level risks or breaches, and contributes to continual improvement of service outcom

Location

Location: Sydney

Salary

Salary: AUD 108,571-119,893 Annual

GrossPlease Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company proc

Flexible Working Arrangements

Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in pra

Roles and Responsibilities

- lities:Manage day-to-day Service Level Management activities across assigned services, suppliers, and business units, ensuring service commitments are understood and actively mon
- itored.Support the definition, documentation, maintenance, and review of SLAs, OLAs, XLAs, KPIs, service targets, calculation rules, and reporting cr
- iteria.Monitor service performance against agreed targets, identify risks, exceptions, and breaches, and coordinate timely corrective actions with service owners and sup
- pliers.Prepare and validate service performance reports, dashboards, monthly service review packs, and governance inputs using ServiceNow, reporting tools, and supplier data s
- ources.Facilitate service level review meetings with internal stakeholders, suppliers, and client representatives, ensuring clear action tracking and follow-t




- hrough.Investigate service level breaches, performance gaps, data discrepancies, and recurring trends, working with Incident, Problem, Change, Capacity, and Availability teams as re
- quired.Coordinate with suppliers to ensure accurate performance submissions, evidence, commentary, improvement plans, and contractual reporting ali
- gnment.Support service owners and delivery teams in translating business expectations into measurable service targets and performance indi
- cators.Maintain service reporting calendars, governance schedules, action logs, performance registers, and service level documentation reposi
- tories.Provide insights on service performance trends, customer experience indicators, supplier behavior, operational risks, and improvement opportu
- nities.Support continual improvement initiatives by tracking service improvement plans, monitoring benefits realization, and identifying opportunities to improve service q
- uality.Ensure Service Level Management processes, templates, and governance artefacts are followed consistently and remain aligned with ITIL, SIAM, and client operating model requ
- ements.Collaborate with Service Catalogue, CMDB, Reporting, Supplier Management, and Governance teams to improve service definitions, ownership, measures, and reporting ac
- curacy.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 ou

Key Skills and Attributes

- tributesGood understanding of Service Level Management, ITIL practices, governance, and operational re
- porting.Strong analytical skills to interpret service data, identify trends, and validate performance
- results.Experience creating reports, dashboards, governance packs, performance summaries, and action t
- rackers.Effective stakeholder management across service owners, suppliers, technical teams, and business stake
- holders.Ability to address performance gaps and data inconsistencies while maintaining supplier relati
- onships.Strong written and verbal communication skills for service performance reporting and management
- updates.Positive knowledge of ServiceNow ITSM, including reporting, dashboards, incident data, and SLA
- metrics.Understanding of SIAM models, supplier governance, service ownership, and cross-provider account
- ability.Well-organized and detail-oriented, with experience managing reporting cycles, governance meetings, and acti
- on logs.Continuous improvement mindset focused on measurement accuracy, service quality, customer experience, and reporting m

Maturity





- ssential:Minimum 5 to 8 years of experience in IT Service Management, Service Level Management, service reporting, supplier governance, or related service operatio
- ns roles.Experience working in enterprise IT, managed services, multi-supplier environments, or SIAM-based operating models is p
- referred.Good understanding of ITIL 4 practices, especially Service Level Management, Incident Management, Problem Management, Change Enablement, Continual Improvement, and Service Catalogue Ma
- nagement.Hands-on experience with ServiceNow ITSM or equivalent ITSM platforms, including SLA reporting, incident data, dashboards, and performance a
- nalytics.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 visualizati
- on tools.ITIL 4 Foundation certification is preferred. SIAM, ServiceNow, Power BI, or service reporting certifications would be adva

Preferred Success

- s MeasuresAccurate, timely, and consistent production of service level reports and governa
- nce packs.Improved visibility of SLA, OLA, XLA, KPI, and supplier performance across assigned
- ervices.Timely identification, escalation, and closure of service level risks, breaches, and improvemen
- t 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

- cing skillsExcellent written and verbal communica
- tion skillsStrong attention to detail and outstanding analytical and problem-solv

Benefits

- on InsurancePaid Parental and Volu
- nteer leavesEmployee Assistance P
- rogram (EAP)Flexible working arrangements (hybrid, reviewed case-by
- -case basis)Health Insurance Discount and Well-b
- eing ProgramAccess to Fitness and Gym
- MembershipsSalary packaging and nov

Recruitment and Selection Process

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging a

At every step. Hear from our recruiter on their experience working with Infosys

as an EmployerAt Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email or call 1-(phone hidden). Alternatively, you can include your preferred method of communication in email, and someone wil

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees.

#J-18808-Ljbffr

📌 Service Level Lead (City of Sydney)
🏢 Infosys
📍 City of Sydney