Technology Service Delivery Manager

A newly created role to come and join our Money team and provide an outstanding technology service experience for the Latitude Money Platform (LMP) by driving continuous improvement in quality, reliability, and user experience for our customers and support teams across Australia and New Zealand.

Latitude Money Technology is a newly assembled team of individuals, many from a start-up background who all share a commitment to solving problems quickly and efficiently while delivering a major technology transformation for the strategic Latitude Money Business unit. We really believe that our customers should be delighted by great products, and that great products are produced by empowered teams.

Let's talk about the role.
The role reports to the Head of Service Management (Technology) for the Latitude Money business unit. Latitude Money Technology enables a suite of cloud-based systems that provide personal loans direct to consumers online, and via the broker network in Australia and New Zealand.

While the primary focus of the role is to drive continuous improvement in the service management experience, as part of an agile technology team the role encompasses all aspects of delivering IT services to the business unit and its customers. The role will be actively involved in senior stakeholder management, project management, feature development, vendor management, and information security in addition to traditional service management accountabilities (incident, problem change).
- Stability and reliability of the Latitude Money Platform (LMP)
- Incident management, problem management and reporting processes
- Configuration Management and Vulnerability Management,
- Strategic service management initiatives / service improvement plans
- Performance of strategic delivery partners and vendors
- Group processes and systems related to Service Management

Let’s talk about you:

- Dynamic, obsessed and accountable for delivering great service experiences and identifying opportunities to transform and improve the customer service experience.
- Contributes to the technology function of Latitude Money technology team more broadly than the primary focus of the role.
- Comfortable with ambiguity, and resilient with the ability to identify and implement innovative technology solutions to resolve immediate and system issues.
- Curious and capable to lead discussions with stakeholders to effectively analyse problems, arrive at mutual understanding of issues, and plan/execute remediation strategies.
- Skills and experience working with professional / technology support and delivery teams including regular interaction with senior/executive stakeholders in relation to technology service management.
- Prior operational and/or project experience with the Salesforce platforms and/or the Q2 Cloud Lending platform or similar.
- Familiarity with personal lending products and services for online/direct-to-customer, telesales, and broker network business models.
- A background in Service Management, Software Development and systems integration of cloud-based platforms.
- Proven experience in managed vendor / partner relationships for service delivery including offshore delivery models.
- Strong understanding of ITIL, ITMS and DevOps principles and practices.
- Strong experience in using key tools such as ServiceNow, Dynatrace, New Relic Slack, Jira, Confluence and SharePoint.
- Relevant tertiary qualifications and/or substantial industry experience

Sound like you?
That's a good sign In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money
Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better.
Always living and breathing our values. Act Right, Show Care, Be Curious.- Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens._