Senior Service Level Manager

Who We Are:

Telstra is Australia's leading telecommunications and information services company employing over 37,000 staff, being the most well known brand in the technology and communications industry.

We offer a full range of services and compete in all telecommunications markets throughout Australia, providing more than 9.6 million Australian fixed line and 12.2 million mobile services.

Our Vision:

Adding to Telstra's portfolio of well-known Australian organisations, Defence has signed a $1.1 billion agreement with Telstra for the provision of telecommunications services.

The agreement will enable Defence to transform its communications technology including better integrating fixed telecommunications with satellite and tactical networks.

Telstra's aim is to deliver technology that can become the backbone of Australian Defence for the next decade and beyond. The agreement represents the largest customer undertaking in Telstra's history and will support military operations at home and abroad.

We are seeking the most talented people to transform the Defence communication network and take it into another dimension.

The Role:

The Senior Service Level Manager has overall responsibility for the measurement, management and improvement of service level performance on Telstra’s Defence Engagement.


The Senior Service Level Manager has the following key accountabilities:

  • Exhibits strong strategic, personal and results leadership on service level management and performance, applying initiative, driving stakeholders and taking ownership of outcomes;
  • Ensures that service level performance reporting, Credit/Earnback management and event-driven contractual requirements are executed smoothly and in a timely manner;
  • Conceives, champions and implements targeted service level performance improvement initiatives, proactively engaging stakeholders as required;
  • Works to improve service level design/measurement methodology to improve contractual alignment and/or minimise financial exposure as appropriate (driving contract changes and negotiations as necessary);
  • Supports Service Level Manager to identify and secure service level relief where possible and also take steps to increase the efficacy of the relief request process;
  • Undertakes data analysis and performance modelling to inform contract negotiations, responses to questions from leadership/customer stakeholders and other service level performance oriented decision-making;
  • Assesses new business/projects/proposals/vendor arrangements/contracts/etc. to ensure that Service Levels are being considered, are measurable and minimise financial risk for Telstra;
  • Supports major delivery programs/projects to help ensure that what they are designing, developing, delivering (in terms of service level measurement capability) meets contractual requirements, is acceptable for customers and is acceptable to for transition into the BAU Run environment;
  • Manages relationships with key internal and customer stakeholders in relation to service level management and measurement (including representing Telstra in performance governance forums and processes);
  • Writes content for and reviews service level performance reports, service level failure reports/notifications and performance improvement initiatives;
  • Feeds key insights to leadership in relation to risks/impacts/achievements associated with service level performance (e.g.: input into the Revenue Assurance Forum);
  • Identifies, tracks and manages trends, risks and issues in relation to service level performance.

 To be successful in this position, the Senior Service Level Manager must have these in-depth experience and knowledge:

  • Service level performance management experience;
  • Contract analysis and interpretation experience;
  • Improvement planning and execution experience;
  • Negotiation and relationship management experience;
  • Managed service delivery experience;
  • Data analysis experience;
  • Understanding of ITIL Processes.

Candidates must be Australian Citizens and have current Baseline clearance minimum to be considered. This role will require you to hold and maintain an Australian Government NV1 security clearance.

Benefits and Career Path:

Working for the most successful Telco Company in Australia also brings with it some great benefits, including: Working with the top IT Specialists in the APAC Region who provide support and mentoring, Substantial discounts on a range of Telstra products (including FOXTEL), Financial benefits such as Telstra Share Options, Great Salary Packaging Options and discounts on various retail, health and fitness and entertainment areas, Excellent work/life balance that allows you to have an excellent divide of personal needs and work commitments and performance bonuses*. Check out our website for more information and testimonials from our Employees.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit

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