Incident & Service Management Lead

Employment Type

Closing Date

Job Title

Job Summary

Job Description

Who We Are

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.

The Opportunity

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.

What We Offer

• Performance-related pay

• Access to thousands of learning programs so you can level-up

• Global presence across 22 countries; opportunities to work where we do business.

• Purchased annual leave scheme

• Additional Telstra day off

• Additional 30% off Telstra products and service

• Recognition of prior service for recent defense members; carry over of long service leave to Telstra

• 4 weeks paid defense leave for Defense Reserve members

Candidates must be Australian Citizens with an NV1 security clearance and willing to obtain NV2 security clearance if required. This role requires obtaining and maintaining NV1 clearance.

This is a permanent full-time role.

Location: Canberra (On-site), 24/7 roster environment, including after-hours support

What You’ll Do

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.

Key Responsibilities

• 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