Incident & Service Management Lead

External

Telstra · Canberra

Full-timeOn-siteToday

Capacity PlanningComplianceDocumentationLeadershipRisk ManagementStakeholder Management

Cover Letter Connect

Prepare for this interview

Elite

AI-generated questions, company research, and talking points tailored to this role

About the role

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network. This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice. We are looking for an experienced Incident & Service Management Lead to join our Defence Managed Services team. In this pivotal role, you will own the end-to-end incident lifecycle, ensuring high-priority incidents are managed efficiently, service commitments are met, and continuous improvement is embedded across operations. You will play a key leadership role during major incidents, collaborating with technical teams and stakeholders to drive swift resolution while maintaining clear and structured communication.

Responsibilities

Telstra Enterprise - Enterprise Operations is responsible for the day-to-day operations of Telstra's enterprise business, including order fulfillment, customer support, and service delivery.

Incident Lifecycle Management

Lead the end-to-end management of incidents from escalation through to resolution, ensuring timely and effective outcomes.

Major Incident Leadership

Coordinate technical resources during critical incidents and provide clear, consistent communication to stakeholders.

Stakeholder Engagement

Build strong relationships with internal teams (Service Desk, Delivery, Projects, Assurance) and external stakeholders including Defence, ICTOPS, JCW, and vendors.

Aged & Priority Ticket Management

Monitor and manage ticket queues, prioritising based on business impact and proactively escalating risks to avoid SLA breaches.

Jeopardy & Risk Management

Identify incidents at risk of breaching SLAs and implement mitigation strategies to minimise disruption.

Continuous Improvement

Drive service enhancements and operational improvements to uplift service quality and performance.

Reporting & Documentation

Maintain accurate records, produce incident and exception reports, and ensure documentation is current and audit-ready.

Post-Incident Reviews

Lead post-incident reviews, capturing learnings and embedding improvements across the team.

Resource & Capacity Planning

Partner with leadership to ensure adequate resourcing, coverage, and operational resilience.

Compliance & Risk

Ensure adherence to regulatory, compliance, safety, and environmental requirements.

Customer Focus

Maintain strong customer engagement and ensure commitments are consistently met.

About You

You are a proactive and resilient leader with a strong background in incident and service management within complex, high-availability environments.

Key experience includes:

Proven experience in Incident Management / Major Incident Management (ITSM environment)

Strong understanding of SLA/KPI management and service delivery frameworks (e.g. ITIL)

Experience working in Defence, government, or highly regulated environments (highly regarded)

Ability to lead during high-pressure situations with clear decision-making

Strong stakeholder management and communication skills

Experience managing aged tickets, service risks, and operational reporting

Comfortable working in a 24/7 roster environment, including after-hours support

Incident & Service Management Lead

About the role

Responsibilities

Benefits

Additional Information

Your Match

Company Intel

What employees say

Interested in this role?