Overview
Create your best future and join Westpac as a Principal Service Manager.
What's the role?
As Principal Services Manager, you will oversee the delivery of complex IT infrastructure initiatives across the assigned services portfolio at Westpac. Reporting to the Head of Virtual Workplace Services within the Workplace & Contact Centre group, this role forms part of the Virtual Workplace Services Leadership Team. You will be primarily accountable for the delivery of Virtual and Remote services, with some overlap across adjacent service areas. The role is critical in ensuring services are delivered effectively, consistently, and in alignment with business objectives.
Your key responsibilities include:
* Define project scope, requirements, timelines, resources, risks, and dependencies in collaboration with business and technical stakeholders, ensuring alignment with strategic objectives.
* Partner with architects, engineers, and cross‐functional technology teams to translate business needs into robust infrastructure designs and solutions.
* Lead end‐to‐end delivery of infrastructure initiatives, managing schedules, task allocation, deployments, migrations, testing, and change windows to minimise disruption to business operations.
* Monitor project performance, risks, issues, and compliance with IT governance, security, and regulatory standards, providing clear and regular updates to stakeholders.
* Finalise project deliverables and transition to operations, ensuring documentation, support readiness, stakeholder acceptance, and completion of post‐implementation reviews and lessons learned.
What do I need?
* Problem-Solving & Data Driven Decision-Making: Analytical thinking under pressure.
* Excellent verbal and written communication skills
* Stakeholder Communication: Translating technical concepts into business language.
* Team Leadership: Delegation, mentoring, and building high-performing teams.
* Change Management: Leading through transformation and uncertainty.
* Extensive experience in a complex IT infrastructure environment incorporating planning, implementation and operational management.
* Service management experience in IT industry.
* Strategic Planning: Aligning infrastructure initiatives with business goals.
* Cloud Infrastructure: Knowledge of Azure, AWS, Zscaler and understanding of IaaS, PaaS, SaaS.
* Network & Data Center Management: Knowledge of LAN/WAN, VPNs, SD-WAN, Virtualization.
* Cybersecurity Fundamentals: Risk management, compliance, and security architecture.
* DevOps & Automation: Familiarity with CI/CD pipelines, Infrastructure as Code (e.g., Terraform, Ansible).
Why join us?
We're obsessed with becoming our customers' #1 banking partner for life and we're looking for people who are passionate about helping us achieve that goal. In return, we're committed to making Westpac the best place to work in the country. Here are just a few of the ways we're already doing that:
* Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
* Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
* Tailored learning and development opportunities to help your grow your career within the bank.
* Lots of opportunities to 'give back' to the Community by getting involved in our many volunteering initiatives.
Create your future today
To get started, simply click on the APPLY or APPLY NOW button
We're all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.
If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website. #LI-Hybrid.
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