Journey Expert - Institutional Service Management

  • Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • ANZ
  • 25 Apr 19

Journey Expert - Institutional Service Management

Institutional Banking Service Manager

Be a part of our New Ways of Working and join the Institutional Service Management group within the Institutional Technology Domain.

First, a bit about ANZ

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

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Institutional Service Management’s Mission


Provide exceptional delivery of services across all systems and platforms for the Institutional Domain.

As a Service Manager, you will be responsible for:

  • Providing technology Service Level Management and Major Incident Communication to the Institutional Leadership Team and the Technology Area Leads within the Institutional Domain that you will be aligned against
  • Driving customer satisfaction through the delivery of stable and reliable technology services that are aligned with ANZ Institutional business requirements.
  • Ensuring ITIL operational procedures, processes and governance are applied and consistent with ANZ Group standards.
  • Driving operational excellence and proactive risk management to minimize the interruption of services provided to the Institutional Domain’s customers.
  • Working together with the Institutional Tech Areas and other Domains to identify and lead service improvement initiatives.


Who are you?
  • A team player – You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team’s mission
  • The customer’s biggest fan – You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
  • Comfortable being uncomfortable – You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
  • Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
  • Committed to your own and other’s growth – You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
  • A problem solver – You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
  • Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community
What you bring?


First and foremost we are looking for passionate people who are creative and who want to live and breathe new ways of working. From here you will bring;
  • A Broad technology background which will be of paramount importance to being successful in the role
  • Demonstrated capability to engage with senior business and technology stakeholders
  • Prior experience in a similar service manager role
  • Banking experience, preferred but not mandatory


Further general information on our opportunities please go to ANZ Careers

“At ANZ we aim to create an inclusive environment where employee differences such as gender, age, culture, disability, sexual orientation, family and caring responsibilities and religion are valued.

We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.”

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