Technology Service Manager

Role Title: Technology Services Manager, New York     

Role location: New York    

About Westpac: We are Australia’s first bank and oldest company, and one of four major banking organisations in Australia. This opportunity sits in our New York office working for Westpac Institutional Bank (WIB), the division of Westpac, which services the needs of our corporate, institutional, and governmental clients.

How will I help? 
The role is the senior Technology resource in New York and will have local (dotted line) management of the FM Applications Support Analyst, Desktop Support Analyst and Desktop Support Consultant. 

Key responsibilities will include overseeing quality of service delivery to customers by working closely with business, IT leadership and service provider teams, both internal and external. To act as the day-to-day Service Manager, overseeing a team responsible for ensuring key Financial Markets, Business Operations and Infrastructure technology functions are supported and maintained effectively. Be the custodian charged with protecting the integrity of a given service and additionally drive continuous improvement initiatives to enhance the quality of the service

Technology Services Management:

• Be the primary point of contact for any Technology run related issues for a set of business units (regardless of whether directly related to the business services managed by the TSM)
• Providing front line technical support on the dealing floor for trading applications, liaising or escalating issues where relevant to specialist development teams.
• Work with CIO delegates and problem managers to prioritize fixes to business services
• Arbitrate issues between technology and the business that relate to any aspect of the end-to-end service
• Work with the property manager regarding all New York Branch technology facilities operations and key vendors responsible for providing service and support

Problem/Incident Management:

• Serve as an incident point of escalation and Incident Business Communications. Provide NICC/Problem Managers with business impact information for incidents to ensure they are actioned in accordance with business priorities
• Ensuring operational and system documentation is created and maintained, including amongst other things incident and problem records and user and system documentation. 

Change Management:

• Client point of contact to request operational / minor change requests (handed off once appropriate provider team is identified)
• Review technology changes to the end-to-end service and assess that the stated impacts and/or the possible failure of the change is an acceptable risk.
• Assist in integration of the FX and DCM class of products used in New York
• Manage or oversee region specific technology projects to ensure projects are well defined, scoped appropriately and executed within projected budget and time frames

Best Practice And Compliance:

• Be the high-level SME for the line of services. Understand what components make up the service. Know all the customers of the service. Understand and drive down the costs associated with the service
• Drive continuous improvement of the operational aspects of the Technology service
• Mentoring and developing dotted line reports. 
• Drive quality into all aspects of ITIL Service Operations

Service Delivery:

• Service level agreement management with business to monitor the performance of service against the service level agreements
• Cyber Security – maintain high level of standards in cyber hygiene and user training
• Identifying vulnerabilities and risks in hardware and software
• Working in conjunction with Westpac’s global Infrastructure teams to maintain and upgrade the New York network and infrastructure
• Local New York Liaison for any Cybersecurity related incidents/queries

What’s in it for me?  

You’ll be joining a highly supportive and collaborative team with international coverage during a period of Group Executive backed growth plans for WIB. You will work with senior stakeholders in New York, London, Singapore and work across a broad range of technical spaces. 

You will have access to a comprehensive range of Westpac benefits including flexibility and various leave entitlements. Fixed compensation range for this position is between $125,000 - $165,000 depending on experience + bonus and benefits. 

What do I need?

• Experience in the end to end operations of Technology services, third party integration and Disaster Recovery.
• Strong planning and management skills 
• Solid knowledge in Information Security and Information technology
• Infrastructure experience considered an asset.
• Understanding of financial services industry highly desirable
• Problem Solving: Finding relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships.
• Customer and quality focused.
• Good communication skills especially when dealing with business and technology units.
• Experienced in working with a diverse range of people (e.g. Front Office, Back Office, Finance, Technology, Compliance and Risk).
• Ability to work under minimal supervision.
• Quick learner with a great “can do” attitude.
• Flexible and available for on-call and weekend support roster.

What’s it like to work here?  

When you join, you’ll become part of the broader Westpac Group family – where we aim to be a friendly, switched-on team working for a single purpose - Creating Better Futures Together – it’s what we do, who we are and why we come to work every day. As an equal opportunity employer, we’re proud to have created a culture where people can be their best, in an environment that values diversity and flexibility.

Within the Westpac Group, you will be part of the Institutional Banking division, where our vision is to be a high performing and innovative institutional bank, committed to enabling the growth of our global clients, our economy, and delivering sustainable shareholder returns.

How do I Apply? 

Start Here. Just click on the APPLY button.

As part of our commitment to creating a diverse and inclusive workplace, this role is open to experienced candidates seeking a discussion around workplace flexibility. We invite candidates of all ages, people with a disability and Indigenous Australians to apply.