Services Support Platform Manager at Bank of New Zealand

, , New Zealand -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Service Desk Management, Level 2 Support, ITIL Frameworks, Data Driven Mindset, SLA Management, KPI Management, Analytical Skills, Communication Skills, Customer Service, Technical Support, Process Improvement, Team Engagement, Stakeholder Management, User Needs Focus

Industry

Banking

Description

Worker Type: Permanent Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way." We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same. Ko mātou tēnei | This is Us Workplace Technology is part of Colleague Enablement and we are dedicated to orchestrating stunning colleague experiences that enable BNZers to serve customers brilliantly. We are looking for an experienced Services Support Platform Manager to join us on that journey and have responsibility for the service desk, walk up support team and asset management areas. Join us in this role where you will have the opportunity to be part of a fast paced, dynamic team that has a real impact every day to our colleagues’ experience at BNZ. You will have the chance to lead and develop the team and make the role your own. You will be part of a supported leadership team that has fun and gets the work done. Mō te Tūranga | About the Role We sat down with our Head of Workplace Tech, and they let us know the following about the role. What are 5 day to day tasks the person in this role will complete? Ensure the day to day service provided to our internal customers is consistent and of a high standard. Co-creation of the Domain strategy in particular our support goals and vision. Formulation & execution of associated roadmap to achieve and embed our service and support goals. Lead and engage the level one and two teams and support the team to define and take ownership of team level objective and key results that contribute towards the achievement of strategy. Embed industry standard SLA's, controls and process to ensure our internal customers IT issues needs are taken care of. What is the team culture and environment like? The culture in the team is hardworking, friendly and innovative. As a senior member of the Workplace leadership team you will have the autonomy to deliver the support outcomes you see fit. What is the most exciting thing about this opportunity? This area is primed for growth in the coming year and offers the opportunity to create a world class support experience for our colleagues. What is the most challenging thing about this opportunity? The most challenging part of this role will be the execution of a strategy and improvements - while ensuring that customer service continues to be maintained. What skills are required for this role? We are looking for a strong leader who will bring proven experience (5+ years) in leading a colleague focused Service Desk and Level 2 support function for a large organisation. You will have sound experience with process, procedures and reporting associated with a BAU technical support team. You will also bring: A data driven mindset - the ability to look at data, metrics, processes and define and align the service and support offering with business needs and SLA's. A strong grasp and understanding of ITIL frameworks. Experience in platforms like Service Now and Jira. SLA/KPI Management experience - Defining, tracking, and improving metrics The proven ability to manage expectations of senior leaders and key stakeholders. Strong analytical skills for identifying and addressing challenges. Clear and effective communication, including escalation management and translating complex technical issues for non technical users and leadership. A focus on user needs to shape service and support offerings and direction. Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand Please note applications close 11:55pm, Monday 19 January 2026. As the summer holiday period is underway, please note applications will be reviewed after the 12 January 2026 when we're back in the office. This is an exciting opportunity to join us! We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it. Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.” Closing Date: 19 January 2026 Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early. Welcome to BNZ Careers! We are excited for you to apply for a role with us. We're the bank for New Zealand. Our purpose is to serve customers well and help our communities prosper. Every day we find ways for our customers, our people, and our communities to thrive through strong values, diverse teams, and great people - just like you.

Responsibilities

The Services Support Platform Manager will ensure high-quality service delivery to internal customers and co-create the Domain strategy. They will lead the service desk and support teams while embedding industry-standard processes and SLAs.