Service Manager

The Service Manager will provide proactive and reactive management of Business and Technology Services, driving continuous service performance and improvement. They will be the representative for the ANZ NZ Business during major incidents, collaborate with Technology teams, and manage relationships with Service Owners/Business Units. The role requires 10+ years of experience in IT Service Management, ITIL4 Qualification, and excellent stakeholder management skills.

Requirements

• 10+ Years Experience in IT Service Management
• ITIL4 Qualification
• Representing the NZ business on all Major Incidents impacting Services provided by ANZ NZ
• Owning Service Level Agreements between Business and Technology
• Presenting Service Availability results to Service Owners
• Running Service Improvement programs
• Attending Post Incident Review (PIR) meetings
• Providing business approval on all Moderate/High Risk changes
• Ensuring Projects complete Service Management requirements when implementing new applications
• Being rostered for 24/7 on-call duties in rotation with other NZ Service Managers
• Providing guidance, support and coaching of Service to NZ Technology teams
• Managing the relationships with Service Owners/Business Units regarding ITIL Operations practices
• Experience in influencing people outside of your direct team to achieve a goal
• Ability to stay calm under pressure
• Excellent oral, written and presentation skills
• Experience with incident management in a technology environment
• Roles in ANZ outside of Technology
• Use of ServiceNow, Teams, Confluence and Jira
• People Leadership
• Process governance
• Broad understanding of technology hardware, software and applications
• Problem Management methodologies

Benefits

• Flexible working options, including hybrid work
• Access to health and wellbeing services