Head of Service Management, Consumer at Westpac Group

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

16 May, 26

Salary

0.0

Posted On

15 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Management, Technology Leadership, Application Support, Service Resilience, ITIL Execution, Risk Reduction, Change Management, Automation, Data-Driven Decision-Making, Compliance, Stakeholder Management, Team Leadership, SRE Practices, AI, Machine Learning, Financial Acumen

Industry

Financial Services

Description

Create your best future and join Westpac as our Head of Service Management for the Consumer Bank. What’s the role? As Head of Service Management (Consumer Bank), you’ll be accountable for the stability, resilience and performance of some of Westpac’s most critical customer‑facing platforms. This is a senior leadership role with a clear mandate: ensure our applications perform reliably today, while building the service capability that prevents incidents tomorrow. You’ll lead end‑to‑end technology service management across the Consumer domain, with a strong emphasis on application support, production readiness and proactive risk reduction. Your focus will be on anticipating issues before customers feel them, strengthening services through disciplined change, deep application insight, automation and data‑driven decision‑making. Operating in a highly regulated environment, you’ll ensure services meet compliance, recoverability and resilience requirements, while maintaining pace with strategic change. You’ll partner closely with CIOs, engineering leaders, risk teams and external providers to deliver stable outcomes at scale, even as complexity increases. You’ll lead a highly engaged, customer‑centric team that is continually lifting its technical capability. Together, you’ll embed proactive and predictive service management disciplines, drawing on SRE practices, AI, machine learning and automation to reduce customer impact and shift the operating model from reactive to preventative. This is a role for a leader who understands that excellence in “run” is foundational to growth and who brings clarity, judgement and calm when it matters most. What do I need? Senior technology leadership experience in a large, complex, regulated organisation with digital channels, preferably banking Deep expertise in application support and enterprise service management, including strong ITIL execution at scale Proven experience improving service resilience and shifting operating models toward proactive and predictive outcomes Experience in managing a high performing team in a continuous improvement environment Strong financial and commercial acumen, with experience managing and optimising significant operational budgets Credible executive presence, with the ability to lead through complexity, influence senior stakeholders and manage high‑impact incidents Why join us? We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that: Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates! Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave. Tailored learning and development opportunities to help your grow your career within the bank. Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives. Create your future today To get started, simply click on the APPLY or APPLY NOW button We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community. If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website.

Responsibilities

The Head of Service Management will be accountable for the stability, resilience, and performance of critical customer-facing platforms within the Consumer Bank, leading end-to-end technology service management with a focus on application support and proactive risk reduction. This involves embedding proactive and predictive service management disciplines using SRE practices, AI, and automation to shift the operating model from reactive to preventative.