Portfolio Application Lead

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

We’re looking for a Portfolio Application Lead – ServiceNow to define and deliver the ServiceNow platform roadmap across Networks, ensuring the platform enables operational excellence, improves service delivery outcomes, and delivers value at scale. This is a highly visible role partnering closely with senior leaders across Networks, IT Operations, Finance and Commercial to translate complex business requirements into scalable ServiceNow solutions that support delivery maturity and platform adoption.

About the role

You’ll own the ServiceNow platform from a product and portfolio perspective, setting strategy, managing the backlog, and ensuring strong alignment between business priorities, technical design and delivery outcomes. Success in this role is measured by platform adoption, service delivery improvements, reduction in technical debt, and the quality and scalability of solutions delivered across the Networks portfolio.

What you’ll do

• Own and maintain the ServiceNow product roadmap and backlog, prioritising features, enhancements and technical debt based on business value and technical feasibility
• Partner with service owners, IT operations and business stakeholders to define requirements and translate them into clear, actionable user stories
• Lead backlog refinement and solution design sessions to ensure dependencies, acceptance criteria and architectural alignment are well understood
• Work closely with engineering teams and architects to design and deliver ServiceNow solutions including workflows, integrations, service catalogue, CMDB and automation
• Monitor platform performance using metrics such as adoption, incident resolution, workflow efficiency and user satisfaction, driving continuous improvement
• Identify and manage delivery risks and dependencies across squads, tribes and external vendors
• Provide clear reporting on platform health, progress, risks and roadmap changes to senior leadership forums
• Foster a culture of continuous improvement through retrospectives, knowledge sharing and optimisation of platform capability

What it takes

• You’re a senior product and platform leader with strong ServiceNow expertise and the ability to balance strategic thinking with hands‑on delivery.
• Extensive experience in product ownership, service management or platform management roles
• Strong understanding of ServiceNow platform capabilities and experience delivering solutions in complex, multi‑stakeholder environments
• Proven experience managing product backlogs and translating business requirements into scalable technical solutions
• Experience working in IT operations, network operations or infrastructure delivery environments
• Agile delivery experience including backlog management, sprint planning and continuous delivery practices
• Strong stakeholder management skills with the ability to influence without authority
• Clear communication skills, able to explain technical concepts in plain English and engage confidently with senior leaders

Why Optus

At Optus, we believe connection is at the heart of wellbeing. We support our people with benefits that make work more flexible, life more affordable, and careers more future ready.

You’ll enjoy:

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit, 25% off Optus products, and unique shopping discounts with our retail partners.
• Flexible working arrangements, with opportunities to work three days in the office and two days remote or from home.
• Competitive leave policies, including additional ‘Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• Inclusive, carer‑neutral paid Parental Leave of up to 16 weeks, supporting growing families.
• Learning and development through Optus U, including industry‑focused micro‑credentials developed with La Trobe and Macquarie Universities to build future‑ready skills.
• Employee‑led networks and diversity initiatives, including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+).
• Wellbeing support, with free access to counselling and support services 24/7 — in person, by phone, SMS or video.

Diversity, Inclusion & Belonging

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.

We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170 — we’re here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit:
https://www.optus.com.au/about/inclusion-diversity