Service Delivery Manager

3 weeks ago

Brisbane, Queensland, Australia Australia and New Zealand Banking Group Limited Full time

Job Title: Service Delivery Manager - Suncorp Bank

Division: Technology

Location: Brisbane, Melbourne, Sydney

About Us

At Suncorp Bank you can build a career with exceptional growth potential, within a culture of purpose and belonging. As part of the ANZ Group, when you apply to join Suncorp Bank, you'll be directed to ANZ systems and receive correspondence and notifications from ANZ as part of the recruitment process.

About the Role

As a Service Delivery Manager in our Suncorp Bank, Technology team, you'll be responsible for overall operational delivery and performance of a portfolio of applications and platforms, to meet business/user needs. You will manage the service delivery team and you will be accountable for the initiation, transition, and ongoing maintenance of the apps/platforms:

  1. Manage day-to-day relationship with service partners for service delivery
  2. Provide the priority of the work and results expected from the partner
  3. Establish appropriate metric/performance reporting; track performance and ensure business viability of service levels
  4. Manage the interfaces between the partner and other IT and Business stakeholders
  5. Monitor user satisfaction and work with the entire delivery team on remediation
  6. Planning, estimating and executing systems work to time, budget and quality targets

Role Type: 12 Months Fixed Term contract
Role Location: Brisbane QLD; also open to candidates from Sydney NSW & Melbourne VIC
Work Hours: Full time, 37.5 hours per week

What will your day look like?

As a Service Delivery Manager, you will:

  1. Approve, prepare, plan and manage new or changed services
  2. Manage the performance of systems and services in terms of their contribution to business outcomes, financial costs and sustainability
  3. Do end-to-end management of production services, whether delivered internally or sourced externally
  4. Develop and implement continual service improvement plans to ensure the technology services adequately support changing needs
  5. Ensure ongoing service delivery and support meet customer requirements
  6. Ensure consistent and appropriate communication with customers and service providers
  7. Assist with defining new service models and services
  8. Participate in service reviews, service provider reviews and negotiate service level agreements and underpinning contracts
  9. Implement service acceptance practices to support iterative/agile working
  10. Ensure the service provider is ready to operate the new service when it has been deployed
  11. Encourage co-innovation and service improvement with suppliers
  12. Proactively engage suppliers for mutual benefit to resolve operational incidents, problems, poor performance and other sources of conflict
  13. Manage risks associated with security, continuity and integrity of supply
  14. Manage risks and allow for timely adjustment of plans and deliverables to continue to meet customer requirements and deliver value
What will you bring?

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

  1. Tertiary qualifications in Business Management or Business IT or Project Management qualifications, or relevant industry experience
  2. Deep expertise in escalation procedures, incident management, and other facets of service delivery
  3. Mastery of ITIL (Information Technology Infrastructure Library) principles
  4. A track record of successfully coordinating multiple teams within a technology environment, demonstrating your ability to drive collaboration and achieve results
  5. Exceptional verbal and written communication skills, enabling you to effectively convey technical concepts to diverse audiences, including clients, vendors, and senior management
  6. A natural ability to forge new relationships and proactively engage with stakeholders across the organization, fostering a culture of collaboration and shared success
  7. Proven ability to balance concurrent activities
  8. Strong knowledge and experience in software development in an Agile environment

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?

Suncorp Bank is a proud part of the ANZ Group and a place where you'll be doing work that really matters. That's because every role, in every team is working towards supporting the financial wellbeing of our million+ customers.

Our team members' wellbeing is a top priority and we know it's the added extras outside the workplace that can make all the difference. We offer a range of benefits and support resources so you can create a healthy work-life balance, helping you bring your best every day. We also provide tools that enable remote work to support flexible work arrangements whenever possible.

Being part of Suncorp Bank opens a world of exceptional growth opportunities, across Suncorp Bank as well as the many divisions within the ANZ Group which operates in almost 30 markets across the globe.

Suncorp Bank is committed to creating a workplace where people from all backgrounds, identities and beliefs can thrive in an environment of inclusivity and mutual respect. We welcome applications from everyone and invite 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 or access requirement, let us know how we can provide you with additional support.

To find out more about working at Suncorp Bank and the ANZ Group, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 89558.

Job Posting End Date
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