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Service Operations Manager

Westpac Group - Sydney, NSW

Source: uWorkin


The Service Operations Manager (SOM) governs 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.

How will I help?

The Role Is Responsible For

  • The performance and stability of the applications, systems and components which form the end to end basis of their service.
  • Managing technology as per Westpac standard processes & policies within the SOMs direct control as well as governance and oversight of the underpinning technology included within their service but managed by other Westpac GroupTech teams.
  • Managing operational relationships with partners in order to improve the quality of the GroupTech services delivered with a focus on application support, maintenance, risk management and sustainability as per the IT Key Control Framework.
  • Enabling partners in overcoming any road blocks or resolving issues.
  • Collaborating with multiple business stakeholders, GroupTech teams and partners/vendors to ensure application support and maintenance initiatives are understood, accepted and supported
  • Providing all stakeholders with timely and relevant communication for incident, problem and change.

What’s in it for me?

You will play an important and significant part in the future of a business that has been around for 200 years. Our vision is to become one of the world’s great service companies. So, we will back you in the development of your career, with internal career prospects and flexible working. You will also be backed by a fantastic team of people in a can-do, supportive structure.

What do I need?
  • Demonstrated experience in IT application development and/or support
  • Demonstrated experience leading direct reports
  • Demonstrated experience managing and governing suppliers
  • Applied knowledge of ITIL / ITIL Certificate
  • Demonstrated experience managing and building effective working relationships at all levels of an organisation
  • 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
  • Interpersonal, problem solving, conflict resolution and negotiation skills
  • Qualifications in Computer Science or relevant industry recognised certification
  • Formal Project Management qualifications (desirable)
  • Demonstrated experience working as a part of an Agile environment
  • Highly organised with the ability to work under high pressure
  • Strong communication and presentation skills with the ability to lead meetings, workshops or forums
  • ServiceNow Platform support and development experience (highly desirable)

What’s it like to work with Westpac?

We aim to provide one big, supportive environment to help us reach our vision to become one of the world’s great service companies. Working with us you will discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we are proud to have created a culture where people can be their best, in an environment that values diversity and flexibility and one where everyone belongs.

How do I Apply?

Start here. Just click on the APPLY button.

The health and wellbeing of our employees is our top priority. We’ve developed clear standards to ensure our people are confident, safe and healthy whether they’re working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines.


Westpac Group


Information Technology

Primary Location

AU-NSW-Mid-North Coast

Employee Status

Fixed Term / Secondment / Relief




Priyanka Dhillon

Posting Date

18/02/2021, 1:08:30 AM

Closing Date

05/03/2021, 12:59:00 PM