Service Delivery Analyst

2 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank Full time

Do work that matters

See yourself in our team
Your teams support multiple business technology portfolios. The teams are responsible for everything that's required to keep technology services available, operating, compliant, and running.

Risk management should be front of mind to maintain availability and upkeep of technology platforms to meet service management and operational KPIs.


Group Operations are the transaction champions of Enterprise Services — working to ensure the production, validation and fulfilment of all consumer and commercial financial transactions and trades on behalf of the Group.


On any given day you will:

  • Primary engagement point for the Business Portfolio responsible for end to end stakeholder and escalation management
  • Provide intimacy through Business Unit alignment that supports engagement and individual Business needs whilst providing a leveraged and consistent core service.
  • Build and influence relationships with the ES BU's and the Business
  • Provide business hours escalation point to lead, coordinate and communicate recovery of the service interruption (when required) for services within business portfolio's
  • Ensure Business / Customer impacts are properly captured and used to validate incident priorities.
  • Provide effective and appropriate communication to business and ES management stakeholders regarding service interruptions providing transparency whilst ensuring sensitivity and confidentiality
  • Govern the operational delivery such that the services are provided in a consistent and reliable manner to the Bank and its customers within agreed service levels
  • Deliver end to end stakeholder and service performance reporting as required.
  • Demonstrate proactive and tireless focus for identifying and addressing any Service Delivery shortfalls, service vulnerabilities and end to end Service Risks.
  • Proactively represent the interests of the Businesses with regards to Problems and Changes raised to ensure corrective actions, root cause investigation's and planned changes are fit for purpose and meet the Businesses requirements / needs.
  • Drive and deliver to the group's core productivity values of Huddles, VMB's, Continuous Improvement and Standard Operating Procedures within the team.
  • Rotating On-Call roster for High Priority Incidents.

We are interested in hearing from people who possess:

  • Experience in people leadership
  • Demonstrated knowledge of IT Service Management and Delivery
  • Experience as a technical lead in an IT environment.
  • Demonstrated ability to work well under pressure managing complex tasks effectively in short time frames.
  • Ability to lead by example have vision, ideas, energy and the courage to make changes that are required.
  • Extremely proficient with ITIL disciplines
  • A strong understanding of operational disciplines relevant to Application and Platform capabilities
  • Experience in working with multiple service providers as service integrator
  • The health and safety of our people, customers and communities is our number one priority. This means that we require all of our employees to be fully vaccinated against COVID19. Please speak to us if you have any questions about this based on your individual circumstances _
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Advertising End Date: 11/05/2023

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