Head of IT Service Management

5 days ago

Melbourne, Australia Bendigo & Adelaide Bank Full time

**“It begins at Bendigo Bank”**

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

**It starts here. With Bendigo Bankand you.**

**About the opportunity**

You will have end to end accountability for the management and leadership of the ITSM team, this includes driving the transformation agenda, maturing ITSM disciplines and processes, future technology directions and decisions, development of the strategy and target state for the service, performance management against target metrics, and engagement across business and technical stakeholders. This role is responsible for supporting the Technology & Transformation team in its operational management and governance of key ITSM aligned Service Management practices.

The role owns and facilitates enterprise operational processes including IT Change Management, Incident Management, Problem Management, Configuration Item (CI) Requests and Operational Support Requirements (OSR) Documentation. The team provides the interface into the Business, ensuring quality of service. The goal is to ensure maximum availability and performance of our systems, achieved through leveraging our operational processes, ensuring the customer experience is a premium one.

**In this role you’ll get to**
- Lead and manage a team of cross functional ITSM practitioners.
- Develop and mentor people within the team, uplift and mature the overall function and capability.
- Own and define the future strategy for ITSM and the associated roadmap that drives the organisation to future state.
- Bring your extensive knowledge, experience and background to enhance and mature current ITSM processes, ensure effective and appropriate procedures are adhered to according to Technology and Group standards.
- Uplift the organisational approach specifically for 24x7 Incident management / Incident response.
- Collaborate across organisational boundaries, Practices and Services to ensure successful business outcomes.

**What you’ll bring to the role**

You will have technical and business understanding and extensive leadership experience of all aspects of ITSM functions. You will have led and directed a cross discipline ITSM capability concentrating on successful business outcomes.

To be successful in the role you will have:

- Demonstrated leadership and people management experience, fostering an environment that encourages collaboration and high performance.
- The ability to think both technically and strategically to drive modernisation and uplift.
- Proven project delivery experience with the ability to drive change in a high-tech development environment.
- Financial and Business acumen - created business cases with ROI and business value.
- Experience in Cloud technologies, including experience managing critical technology / security / cyber incidents.
- The ability to demonstrate your forward thinking, collaboration and initiative skills.

**So, why work with us?**
- Want big impact that matters? Here, you’ll know your work directly benefits the customers and communities we all serve.
- Want to be more than just a number? Join a team that truly values you - and that gets more and more diverse every day.
- Want career opportunity AND flexibility? Achieve both here, where we know that balance and progression go hand in hand.

**You’ll also get access to a great range of benefits, including**:

- Hybrid work? Flexible hours? A compressed work week? Our flexible work options are designed to suit your life. This role can be based in our office locations in Melbourne or Bendigo. We offer flexible work options that put our people first, and a hybrid model of a minimum of 40% of your working week in the office, increasing to 60% next July.
- Health and well-being support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members.
- Take your learning to the next level through opportunities like our corporate university ‘BEN U’ or at an external provider of your choice.

**We’re making better, bigger. And we’ll get there with you**

**Still in two minds?**

We love the support recruitment agencies give our businesses every day, however, we have got this. Our superstar talent advisors will reach out to our fabulous panel if we need a helping hand.

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