Role – REQ
Permanent Full Time
Sydney, NSW
Production Support/Operations experience required
How will I help?
In this role as Service Operations Manager, you will be working within the Westpac Technology Service Management team, where we are striving to be game-changing technologists that shape the future of banking. Specifically, you will be working on a large portfolio within the bank that manages Mortgage origination and servicing applications and systems.
In this role you will have the opportunity to lead and be the primary custodian of service, while working with a close-knit, high performing team. You will leverage your experience in production support/operations, vendor management, vendor governance, systems management, incident management and your skills in communicating with and managing senior stakeholders.
Core Responsibilities:
Accountable for the performance and stability of the IT applications, systems and components which form the end-to-end basis of Mortgage Originations & Servicing
Maintain stability and performance through careful management of technology as well as governance
Adhere to Westpac's IT Key Control Framework which defines expectations for the IT enterprise to maintain systems and process data in a complete, accurate, and valid and secure way
Maintain an ongoing understanding of business strategies, evolving technologies, regulations, legislations, market changes & security changes
Govern & enable the partners in providing service delivery and overcoming any roadblocks or issue resolution
Champion the identification, management and resolution of application related risks to ensure appropriate risk exposure and fulfilment of regulatory obligations
Accountable for the currency and quality of system health checks and all related activities from capacity to the overarching risk profiles
Identify opportunities for improvements in efficiency and automation
What do I need?
Demonstrated experience in leading in a production support environment and production support team is mandatory
Demonstrated experience in IT application support
Demonstrated experience managing suppliers to deliver to SLAs
Experience working in a highly regulated environment and delivering the required controls to meet Regulator expectations
Experience in contemporary and traditional technologies is mandatory
Ability to bring teams together to resolve production incidents and provide a stable production environment
Applied knowledge of ITIL / ITIL Certificate
Demonstrated experience building effective working relationships at all levels of an organisation, with both the Business and Technology teams
Track record of successfully leading teams to manage an application portfolio
Demonstrated experience contributing to business cases to assess investment, risk and cost control decisions
Demonstrated experience delivering IT process efficiency improvements and automation
Strong problem solving, conflict resolution and negotiation skills
Have a continuous improvement mindset
Qualifications in Computer Science or relevant industry recognised certification
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'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.
How do I apply?
Start here. Just click on the APPLY or APPLY NOW button.
At Westpac, we're all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community. If you're interested in discussing workplace flexibility, please feel free to mention it in your application.
We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply. If you have questions about the recruitment process, please email ******.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please email ******.
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