We’re seeking an experienced Practice Lead to shape and lead the Service Level Management and Monitoring& Reporting practice within a complex SIAM environment. This is an opportunity to improve service performance, simplify processes and guide a capable team to deliver high-quality outcomes.
This role is open to applicants from Canberra, Melbourne, Sydney and Brisbane.
This position combines technical leadership, people development and stakeholder engagement. You’ll provide practical guidance, process design, consulting and advisory support across the practice.
You’ll coach and develop the team, build capability and provide clear, practical direction. As a key subject matter expert, you’ll lead enhancements to Service Level Management and Monitoring& Reporting processes, solutions and supporting documentation.
You’ll also collaborate with the customer and multiple service providers to ensure reporting, analytics and collaboration services remain aligned, practical and fit for purpose.
What we’re looking for:
- Demonstrated experience defining and managing service level measures, including thresholds, breaches, targets, service scope and dependencies across multiple service providers.
- Strong knowledge of service level reporting and trend analysis, with the ability to identify opportunities that improve service performance and customer outcomes.
- Hands-on experience using ServiceNow Performance Analytics, Platform Analytics and Agile Workspace.
- Working knowledge of SharePoint Online and Microsoft 365 to support collaboration, reporting and practice processes.
- Proven experience leading, coaching and supporting a team, with a genuine commitment to building capability and maintaining service quality.
- Australian Citizenshipand an AGSVA Baseline Clearance- required to support our Federal Government customer.
About Kinetic IT
Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.
For more than 30 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.
Be You, Create the Future
At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact.
With over 1,400 talented people working across Australia, we deliver world-class capabilities with a local touch – helping shape the future of tech, here and beyond.