About Us

At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

New Zealand Service Managers provide proactive and reactive management of Business and Technology Services whilst driving a continuous service performance and improvement mindset.  This means they are the representative for the ANZ NZ Business during any Major Incidents impacting ANZ New Zealand.  They also collaborate with Technology teams to provide stable services for our business and (most importantly) customers, that meet agreed Service Level commitments.  They are the main contact point for business partners regarding current Production Technology and represent NZ Technology Service Management standards within ANZ Group Technology.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent

Role Location: Bengaluru

Work Hours: Regular shifts (Hybrid\Blended)

Please note that while this advertisement is for a single role, there are multiple vacancies available for this position.

What will your day look like?

• On-call and managing the impact to NZ service for any major incidents (on rotation in the team).
• Meeting with your business portfolio to present on service performance, major incidents and discuss improvement opportunities.
• Attending meetings related to incident management and/or service management process and tooling.
• Reviewing upcoming technology changes and their impact to service, including attending the Change Review Board.
• Refreshing or reviewing Service Level Agreements with the NZ business.
• Working with delivery and operational teams to ensure new applications are supported and meet Service requirements.
• Managers at various levels and grades across the ANZ NZ Business
• Key Contacts in the ANZ NZ Business to aid in understanding impacts of incidents
• Working with NZ Technology Managers, NZ Technology Leadership
• Members of the Service & Change Management team
• Change owners, project managers, initiative leads
• ITIL Process Owners in ANZ Group
• ServiceNow Support and Development Teams

What will you bring?

• 10+ Years Experience in IT Service Management
• Representing the NZ business on all Major Incidents impacting Services provided by ANZ NZ.  This involves understanding of impact, proposing major incidents, ensuring communications to business are completed, prioritising service restoration/shorter impacts, loading impacts to service in ServiceNow.
• Owning Service Level Agreements between Business and Technology, ensuring service modelling, application dependencies and service commitments are clearly understood.
• Presenting Service Availability results to Service Owners, run Service Improvement programs where required.
• Approving implementation of any Emergency Change records to resolve/prevent major incidents.
• Attending Post Incident Review (PIR) meetings and updating service owners and business stakeholders on the results of them.
• Providing business approval on all Moderate/High Risk changes and communicating them with business stakeholders.
• Ensuring Projects complete Service Management requirements when implementing new applications, so that agreed Service Levels to the Business/Customers can be met.
• Being rostered for 24/7 on-call duties in rotation with other NZ Service Managers for Major Incident responsibilities.
• Providing guidance, support and coaching of Service to NZ Technology teams.
• Managing the relationships with Service Owners/Business Units regarding ITIL Operations practices.
• ITIL4 Qualification
• Excellent stakeholder management skills across all levels of an organisation including senior and executive leadership.

Detailed Description

• A strong understanding of the services provided by ANZ/the banking industry either broadly or specialised in some areas.
• Self-motivated, self-directed and with a high level of accountability.
• The ability to stay calm under pressure.
• Excellent oral, written and presentation skills.
• Experience in influencing people outside of your direct team to achieve a goal

The ‘good to have’ knowledge, skills and experience (KSE) the role requires are:
 

• Experience with incident management in a technology environment.
• Roles in ANZ outside of Technology.
• Use of ServiceNow, Teams, Confluence and Jira.
• People Leadership.
• Process governance.
• Broad understanding of technology hardware, software and applications.
• Problem Management methodologies.

So why join us?

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong. 

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number [[95588]].

Job Posting End Date

23/05/2025 , 11.59pm, (Melbourne Australia)