Executive Manager, Service Delivery

• Lead Service Delivery Practice within Bank Technology in this key senior position  
• Influential role that requires initiative & ability to collaborate at all levels
• Brisbane, Sydney, or Melbourne location

About the role

The Executive Manager, Service Delivery Bank Technology role leads the operational delivery and performance of Bank Technology's IT services/assets to provide reliable and safe Bank technology services to our customers and colleagues. This Service Delivery Executive (SDE) engages with all Bank Technology teams performing an operational role who collectively comprise of Bank’s Service Delivery Practice. This includes dedicated team members within the SDE's team structure and a broader community handling operational responsibility.

As a senior point of engagement, the SDE engages closely with partner teams responsible for operational and senior Bank business stakeholders reliant on technology performance. The SDE works closely with T&O Service Delivery Run functions that support the Bank Technology teams and T&O Service Integration and Management team that supports Service Management and SIAM functions for the Group.

What you'll do

• Ensure day-to-day operational outcomes meet agreed service level expectations for availability and monitor performance through comprehensive reporting.
• Collaborate with Bank business stakeholders to assess operational performance and customer impacts during Critical incidents.
• Manage changes effectively to minimize disruptions to operational performance.
• Actively engage in the Bank Technology leadership team to ensure operational considerations receive adequate attention among competing priorities.
• Adopt a risk-based approach to operational decision-making, ensuring risks are identified, mitigated as necessary, and that the domain operates within established risk thresholds.
• Collaborate with the vendor management office to ensure partners meet operational and contractual expectations.

What you'll bring 

• Minimum 7 years' experience in a senior role within Enterprise IT.
• Over 5 years' firsthand exposure to service management processes, including incident, change, problem, release, request, continuity, capacity, availability, and IT continuity.
• Extensive experience collaborating with partners throughout the engagement lifecycle.
• Leadership experience in incident response and crisis management decision-making.
• Demonstrated knowledge of IT service principles and frameworks such as ITIL, with proficiency in tools like ServiceNow.
• ITIL V3/4 Foundations certification.

What we can offer you

• Competitive benefits package and excellent work culture and career progression
• Excellent discounts on a range of retail favourite stores as well as banking and insurance products
• A range of flexible working and leave options, including 20 weeks paid parental leave
• Invest in your brighter future with ongoing study support and career development programs

About Suncorp Group

We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer obsession and supported at every step of the journey.

Important note: In July 2022, Suncorp announced to the market that it had entered into an agreement to sell the Suncorp Bank business to Australia and New Zealand Banking Group Limited (ANZ) (the Sale). The Sale remains subject to regulatory and government approvals (including Australian Competition Tribunal approval). If all approvals for the Sale are received, this role will transition to Suncorp-Metway Limited (SML) which will become part of the ANZ corporate group.

By applying for this role, you agree that Suncorp may provide your application details (which may include your personal information) to ANZ if/when the Sale is finalised if (a) the recruitment process is still underway, or (b) your application for this role is successful. You also acknowledge that if/when the Sale is finalised ANZ may conduct pre-employment screening checks as part of their profile process. Please see the Applicant Privacy Statement for more detail.

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Advertised: 22 Mar 2024 AUS Eastern Daylight Time
Applications close: 12 Apr 2024 AUS Eastern Standard Time