Job Opportunities in Australia

IT Service Operations Manager

Job Description

Role - REQ

• Permanent Full Time
• Sydney, NSW
• Production Support/Operations experience required

How will I help?

In this role as Service Operations Manager, you will be working within the Westpac Technology Service Management team, where we are striving to be game-changing technologists that shape the future of banking. Specifically, you will be working on a large portfolio within the bank that manages Mortgage origination and servicing applications and systems.

In this role you will have the opportunity to lead and be the primary custodian of service, while working with a close-knit, high performing team. You will leverage your experience in production support/operations, vendor management, vendor governance, systems management, incident management and your skills in communicating with and managing senior stakeholders.

Core Responsibilities:

• Accountable for the performance and stability of the IT applications, systems and components which form the end-to-end basis of Mortgage Originations & Servicing
• Maintain stability and performance through careful management of technology as well as governance
• Adhere to Westpac's IT Key Control Framework which defines expectations for the IT enterprise to maintain systems and process data in a complete, accurate, and valid and secure way
• Maintain an ongoing understanding of business strategies, evolving technologies, regulations, legislations, market changes & security changes
• Govern & enable the partners in providing service delivery and overcoming any roadblocks or issue resolution
• Champion the identification, management and resolution of application related risks to ensure appropriate risk exposure and fulfilment of regulatory obligations
• Accountable for the currency and quality of system health checks and all related activities from capacity to the overarching risk profiles
• Identify opportunities for improvements in efficiency and automation

What do I need?

• Demonstrated experience in leading in a production support environment and production support team is mandatory
• Demonstrated experience in IT application support
• Demonstrated experience managing suppliers to deliver to SLAs
• Experience working in a highly regulated environment and delivering the required controls to meet Regulator expectations
• Experience in contemporary and traditional technologies is mandatory
• Ability to bring teams together to resolve production incidents and provide a stable production environment
• Applied knowledge of ITIL / ITIL Certificate
• Demonstrated experience building effective working relationships at all levels of an organisation, with both the Business and Technology teams
• Track record of successfully leading teams to manage an application portfolio
• Demonstrated experience contributing to business cases to assess investment, risk and cost control decisions
• Demonstrated experience delivering IT process efficiency improvements and automation
• Strong problem solving, conflict resolution and negotiation skills
• Have a continuous improvement mindset
• Qualifications in Computer Science or relevant industry recognised certification

What's in it for me?

You'll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

What's it like to work there?

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other's passions, and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.

We'll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you're in control of where you start and how you'll grow.

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

Hear from some of our people and their experiences working with us.

How do I apply?

Start here. Just click on the APPLY or button.

At Westpac, we're all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone-our customers, employees, and the wider community. If you're interested in discussing workplace flexibility, please feel free to mention it in your application.

We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisition@westpac.com.au.

Do you need reasonable adjustments during the recruitment process?

We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please email talentacquisition@westpac.com.au

Job ID 300002557629383