Description People First Bank is now on a journey to fully integrate the platforms, systems, and operations of the two banks, Heritage and People’s Choice, over the next 3-4 years. Along this road the organisation will be navigating a sustained period of high velocity change. Due to the correlation between change volume and disruption, it will be critical to establish and embed dedicated capability focused on our service and platform stability, reliability and resilience (SRR). This will be necessary to ensure we maintain the highest possible levels of service to our customers during the integration period, minimise business disruption and not expose the enterprise to unacceptable levels of operational and regulatory risk. About the role: As Change Management Lead, you will be responsible for delivering high rates of successful change implementation through effective and accurate change impact assessment. The bank is introducing Value Streams to increase the pace of change, and you will help develop and operationalise robust and scalable change management processes and tooling. You will demonstrate effective change management by avoiding post-deployment production incidents by identifying risks and issues up front, ensuring appropriate mitigation is put in place, and objectively evaluating the risk of proposed changes and ensure business owners sign-off on the risk. You will work closely with the Environmental Resilience team and peers across the Bank, to administer change management procedures, policies and processes. Primary contacts include other discipline leads and team members in Testing, Release, Incident Response as well as Technology Platform Owners. You will embrace our external technology partners leads to tie in our requirements into their practices wherever possible. You will use data to monitor and report on change progress, risks and provide insights to drive process improvements. The role will require availability for on-call rostered work to lead the response to major incidents and to provide escalation support as needed. Key Responsibilities: Contribute to maintaining a cohesive, cooperative, and high performing culture that supports the Service Management team in their evolution to Service Excellence. As SME you will administer Change Management and develop robust end to end processes and tooling to support a transforming organisation. Chair technology change decision groups and attend relevant forums/committees, preparing regular reports as required. Ensure compliance against organisation's policies for corporate governance of information, technology and solutions including quality, security and risk management frameworks. Stay up to date with industry-norms and best practices, such as ITIL, and ensure adherence to relevant standards. Provide training and support on change management processes and best practices. About you: You are a forward-thinking IT Service Management professional with hands on experience working across Technology delivery teams, external partners and stakeholders to review and manage the implementation of changes across a diverse technology ecosystem of on-premises, cloud and managed service environments. You have led the redesign and development of change module within ServiceNow to reflect modern change management practices. You have demonstrated the ability to break down complex problems and ensure timely delivery of projects and asks. Knowledge and Experience: Proven experience as a Technology Change Manager High levels of personal accountability with a ‘customer obsessed’ improvement mindset. Demonstrated ability to work collaboratively across multiple technical groups, internal and external stakeholders, and processes to achieve desired outcomes. Advanced influencing and communication skills, with excellent stakeholder engagement capabilities. Experience providing advice to leadership and decision forums. Experience chairing change advisory boards and leading technology teams through complex new service implementations, or the demonstrated ability to do so. Motivated, goal oriented, resilient mindset, demonstrated ability to manage multiple projects, prioritise and deliver. Extensive experience in a Technology Service Management, Operations or Infrastructure support role (Service Desk, Business Analysis, Major Incident Management, NOC, Cyber, Change and Technology Advisory Groups etc.) Why you’ll love working with us: People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment. You’ll have access to financial and lifestyle benefits to support your success and individuality: Flexibility and hybrid working arrangements. Enhance your salary with discounts on banking, health insurance, and shopping across Australia. Advance your career with training, study support, and project opportunities. Competitive leave benefits that empower employees to take time for themselves and loved ones. Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program. Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives. Be recognised for your contributions through our peer-driven recognition program. A bit about People First Bank: In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank. We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states. With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work. Apply online now: If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by 8th June 2025. We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.