Service Operations Manager

Exciting opportunity for a Service Operations Manager to join the Enterprise Business & Wealth Service Management Team in Group Tech.

• Permanent role Based in Sydney
• Strong experience with Service Management and managingapplication support and maintenance for a portfolio of applications
• Strong communication negotiation and team management skills

The Service Operations Manager (SOM) manages the application support and maintenance for a portfolio of applications ensuring high system availability reliability and sustainability of the supported business services these applications underpin.

Ensuring end-to-end stability and reliability of the applications while maximising application availability and customer experience.

Key Responsibilities

• Accountable for the performance and stability of the applications systems and components which form the end-to-end basis of their service.
• Maintain stability and performance through careful management of technology as well as governance.
• Adhere to Westpacs 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.

• Significant experience leading critical enterprise applications under IT Service Management within financial organization.
• Strong customer service culture putting the customer at the center of the services.
• Exceptional stakeholder supplier and vendor management and strong influencing skills.
• Demonstrated experience managing and building effective working relationships at all levels of an organisation.
• Demonstrated experience delivering IT efficiency improvements with automation and AI in mind.
• Exceptional interpersonal problem solving conflict resolution and negotiation skills.
• Knowledge in Mainframe Oracle Siebel CRM ETL and cloud technology.