Service Delivery Manager - Observability at Westpac Group

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

29 Dec, 25

Salary

0.0

Posted On

30 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery, Customer Relationship Management, Observability Tools, AI-Ops, Vendor Management, Performance Metrics, Documentation, Collaboration, Operational Excellence, Technology Management, Incident Management, Problem Management, SLA/SLO Adherence, Business Unit Collaboration, Readiness Assessments, Audit Trails

Industry

Financial Services

Description

Create your best future and join Westpac as a Service Delivery Manager - Observability. What’s the role? The purpose of this role is to lead the delivery of enterprise-wide observability services that enable proactive and predictive management of technology. This position is pivotal in driving operational excellence, customer satisfaction, and strategic alignment across both infrastructure and application domains. You will oversee vendor performance, service KPIs, and the adoption of AI-Ops capabilities to transform the management of technology incidents and problems. This role will be responsible for managing service delivery across observability tools (Elastic, Splunk, Grafana, AppDynamics) and network tools, ensuring that performance metrics such as MTTR, SLA/SLO adherence, and customer satisfaction are met. It will involve collaborating with business units to tailor solutions based on service requirements while maintaining strong relationships with both internal stakeholders and external vendors. Additionally, the role includes leading readiness assessments, overseeing observability release sign-offs, and maintaining comprehensive documentation and audit trails for all service delivery activities. What do I need? 5-10 years IT Service Delivery. 5 years of Customer Relationship Management. IT Service Delivery Management. Tertiary qualifications. Industry Qualifications. 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. #LI-Hybrid.

Responsibilities

Lead the delivery of enterprise-wide observability services and oversee vendor performance and service KPIs. Collaborate with business units to tailor solutions and maintain documentation for all service delivery activities.