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Service Account Manager

Service Account Manager

Req ID:  30450
Department:  ESM-Service Governance (30360415)
Division:  Group Technology (T77000)
Job Family:  Banking / Core (default)
Location:  Melbourne

About the role

  • Strong customer focus and interpersonal communication skills

  • Develops sound relationships with ANZ staff by maintaining professional two-way communication

  • Do you have keen attention to detail and have that drive to push quality?


At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.

The Journey Expert Chapter Lead (Service Account Manager) is critical to making this happen and will

  • Face into our Retail, Commercial and Institutional technology partners to track, measure and improve service stability and health of some of the bank’s most critical systems and services

  • Run regular service performance sessions with senior stakeholders and execs from within the domains on the performance of their areas

  • Pull together data insights around service performance and facilitate the creation and execution of service improvement plans that lead to demonstrable progress

  • Support the Domains with new IT Service Management process and tooling updates, including briefing them on changes and capturing additional requirements and feedback

  • Participate and lead operational forums, such as Business Review Boards and Technical Service Operational Forums to communicate learnings and issues affecting multiple domains


Role Location: 833 Collins Street, Docklands VIC

Role Type: Permanent, Full-time (40 hours per week)

What will you bring?

To be successful in this role, you will ideally bring the following:

  • An intense passion and curiosity for customers, their needs and wants, putting them at the centre of everything you do

  • An affinity and understanding of Technology, including how it can best be utilised to solve customer problems

  • A desire to optimise customer journeys and experiences

  • Existing functional experience or expertise in one or more of the following disciplines: IT Service Management, Business Analysis, Change Management / Implementation, Performance excellence, Assurance

  • Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate

  • Domain or segment knowledge relevant to the tech area / tribe you are interested in joining (desired, but not mandatory)

  • Experience with using ServiceNow for trouble-shooting and basic reporting (desired, but not mandatory)

  • An end-to-end appreciation of the customer journeys your tribe / tech area will be working on (desired, but not mandatory)


You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So, why join us?

There’s something special about being part of ANZ.  From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.


But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.


We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.


You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to 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, let us know how we can provide you with additional support.


To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and searching for reference number 30450.

Job Posting End Date

08/02/2023image, 11.59pm, (Melbourne Australia)

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