**How will I help?**
Our vision is to be one of the world's great service companies, helping our customers, communities, and people to prosper and grow. In Infrastructure and Service Management, we're striving to be game-changing technologists, shaping the future of banking.
To help us achieve our vision, we're searching for a Service Manager who forms part of a team to manage the operational delivery outcomes of a significant ITIL delivery practice across the Westpac Group (i.e., Tech Resilience, Service Level Management, and Availability Management). As a Service Manager, you will support the effective and efficient delivery of the practice, driving the adherence of end-to-end operational management, contributing to relevant policies, standards, and processes, collaborating with interacting practices and teams to ensure quality is maintained for assigned areas of responsibility.
Your key responsibilities include:
- Implementation of the new Tech Resilience framework (new control, process, training, resiliency roadmap, remediation program).
- Review SLA and OLA definitions due to contract changes or new contracts to ensure they are fit for purpose.
- Converse with technology teams to set direction around resiliency and service levels.
- Assist stakeholders with SLA and OLA updates in ServiceNow.
- Requirements, testing and management of SLM and Availability related ServiceNow enhancements and improvement opportunities.
- Execute Availability and Service Level Management ITIL practices maturity uplift and strategy.
- Identify gaps and risks including remediation pathways.
- Draw insights from Service Management data and ITIL reporting.
- Work with third parties and external service providers.
**What's in it for me?**
You will play an important and significant part in the future of a business that has been around for 200 years. Our vision is to become one of the world's great service companies. So, we will back you in the development of your career, with internal career prospects and flexible working. You will also be backed by a fantastic team of people in a can-do, supportive structure.
**What do I need?**
To be successful in this role you will have the following skills, experience, education and/or expertise:
- Understanding of all ITIL practices (ITIL 4 Foundation certification).
- Sound knowledge of Tech Resilience.
- Strong Engineering background.
- Proven experience in analysis and reporting.
- Hands-on experience with ServiceNow.
- Advanced skills in analytical tools in Power BI.
- Excellent proficiency in translating and analysing data.
- Ability to produce high quality written communications (eg Presentations, etc) efficiently.
- 8+ years relevant experience with industry best practices, industry forums, regulations, standards, and guidelines.
- Experience of working in large and complex organisations, preferably in the financial services industry.
**What's it like to work there?**
As well as competitive remuneration and a great culture, joining the Westpac family means you will get some of the best banking, wealth and insurance benefits in the market.
We back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We will even pay you to do volunteer or community work.
As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.
**How do I Apply?