About the Role
As the ANZ IT Service Senior Manager, you act as the functional leader for your team of local IT Managers and Core Staff members, holding responsibility for all IT Service teams within the BCG ANZ offices. You will drive an AI‐first, experience‐led approach to IT services, embedding automation, continuous improvement, and change management into day‐to‐day operations. You report directly to the Regional IT Service Senior Director and carry overall responsibility for the IT function across the ANZ offices.
Responsibilities
* Lead IT Services across six offices in Australia and New Zealand
* Lead the evolution of the IT Services function from a traditional service model to an AI‐first, experience‐led operation by embedding experimentation, automation, and data‐driven decision‐making into local IT services.
* Own ANZ ITS KPIs and SLAs while evolving towards experience‐based and outcome‐driven metrics
* Act as a strategic technology partner to ANZ leadership, aligning IT capabilities with business priorities and future workforce needs
* Serve as the primary point of contact for local business leadership across all Middle East offices as the face of Tech@BCG in the region
* Plan and govern ANZ IT CapEx and vendor/carrier strategy; negotiate contracts to balance resilience, cost, and UX
* Serve as ANZ's single accountable owner for IT Services; partner with ANZ Senior Leadership, office/system MDPs, and global IT/Finance/HR
* Sponsor and drive RtB activities, cost management, and transparency at System level
* Identify and scale opportunities leveraging AI, automation, and emerging technologies to transform IT service delivery and user productivity
* Ensure onboarding/training consistency across ANZ while adapting to local regulatory constraints
* Lead risk management and escalations; ensure compliance with security and regulatory requirements across ANZ
* Coach and develop your core staff, with a strong focus on continuous upskilling to meet the evolving demands of AI, automation, and the digital workplace
Required Experience
* 8–12+ years in multi‐country IT service delivery within a global matrix in professional service environment or equivalent.
* Proven experience running multi‐site or regional service delivery across geographically dispersed teams.
* Strong grounding in ITIL service management disciplines (Incident, Problem, Change, Major Incident), with experience leading SLA / XLA‐driven operations.
* Background in service transformation or operating model redesign: you have changed how a function works, not just run it.
* Exposure to AI, automation, or digital workplace transformation initiatives (preferred).
* Proven leadership of remote, cross‐cultural teams.
* Demonstrated OPEX/CAPEX ownership and vendor/carrier strategy leadership.
* Track record partnering with senior leadership, Finance, HR, and MDPs.
* Demonstrated ability to drive innovation and experimentation in IT environments, beyond traditional service delivery.
* Experience leveraging data and analytics to improve service quality and user experience.
Key Competencies
* Technical & functional expertise: designs pragmatic standards, transfers know‐how across countries.
* Demonstrated success driving automation adoption and self‐service at scale, not just piloting it.
* Problem solving & insight: structures ambiguous issues; frames trade‐offs for senior decisions.
* Effectiveness & value creation: drives measurable outcomes; anticipates risks; meets deadlines.
* Communication, presence & influence: concise executive communication; adapts style; drives decisions.
* Team‐ing & collaboration: builds strong cross‐functional partnerships; resolves conflict constructively.
* People development & leadership: sets direction, coaches, manages performance, builds bench strength.
* Role model: integrity, confidentiality, inclusion; growth mindset.
* Strong vendor governance instincts: set clear expectations, track them rigorously, and act when missed.
* Acting as a technical expert by consistently evaluating existing systems and recommending technology for replacements and/or upgrades.
* Displaying a high level of emotional intelligence, steadfast composure, tact, patience, and the ability to handle stressful situations.
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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