Principal Service Manager, Contact Centre Platforms

Principal Service Manager, Contact Centre Platforms

**How will I help?**

The Principal Service Manager is accountable for the smooth running of the Contact Centre Technology Services for the Westpac Group through performing the activities required for successful execution of specified ITIL processes to meet service levels.

Your key responsibilities include:

- Accountable for the development, direction, and support of Contact Centre services, aligning to ITILv3 processes.
- Provide support in managing Contact Centre finances, licensing, containing costs and actively searching for any potential cost saving opportunities.
- Ensure the delivery of reports on events and other planned activities within assigned area, to communicate and maintain awareness of the performance of the process, including measurement against agreed metrics.
- Work in conjunction with other nominated frameworks (such as COBIT) to ensure consistent direction and monitoring of policy and process.
- Accountable for the adherence to enterprise tools and standards to ensure the appropriate execution of the process and to deliver on process availability, reliability and stability.
- Own and manage designated aspects of service management for infrastructure towers or units.
- Accountable for development and implementation of processes to ensure continuous improvement.
- Drive the adherence to the enterprise ITIL policy, processes and tools to ensure quality is maintained as required for assigned area of responsibility.
- Accountable for integrating, educating, communicating and ensuring process adherence of outsourced service providers to enable alignment to Westpac Group enterprise standards.
- Work with the rest of the Contact Centre team, in accordance with Westpac's people principles and processes, including developing optimal structures and clear accountabilities, maximising employee performance, providing mentoring and coaching, etc.

**What's in it for me?**

You'll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What do I need?**
- Extensive experience in Service Delivery management.
- Extensive experience in financial management.
- Experience in commercial/supplier management.
- Extensive experience in ITIL process execution within a large organisation with multiple technology platforms.
- Knowledge of Westpac's IT policies and compliance procedures.
- Extensive experience in managing third parties (Service Integration) and external service providers.
- Experience in creating KPIs and metrics.
- Excellent communication skills - verbal and written.
- ITIL v3 foundations

**What's it like to work there?**

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other's passions, and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.

We'll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you're in control of where you start and how you'll grow.

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

Hear from some of our people and their experiences working with us. #LI-Hybrid.

**How do I apply?**

Start here. Just click on the **APPLY** or button.

**Do you need reasonable adjustments during the recruitment process?**

Job ID 300002497798123