Head of Service Management

Melbourne

Be part of Beyond Bank a bank that is for and with you .

We are one of Australia's largest, 100% customer-owned mutual banks with credit union heritage. With over 300,000 customers and over 40 branches across five states, we aim to be the best bank for customers and communities. When you join Beyond Bank, you will work for a B Corp and be part of a friendly, inclusive, and supportive environment where you can continue progressing, no matter what stage of your career.

Where and how you can work

We have offices in Adelaide, Sydney, Melbourne, Hunter Valley, Canberra and Perth, and we support flexible working arrangements.

This is a hybrid position giving you the flexibility to work from home and from any of our offices.

Job Description The Role

The IT Manager will oversee and optimize IT operations to ensure the seamless functioning of BBA's IT applications and infrastructure, developing and implementing operational plans for IT Service Management. They will lead the implementation of IT Governance processes, provide expert advice to the CIO and BBA leadership, and enhance stakeholder engagement through clear communication and reporting. Additionally, the IT Manager will manage end-user devices, define and manage shared SLAs with partners, chair the Change Advisory Board, and effectively mitigate risks through various management practices. They will also communicate the IT Service Management strategy in alignment with BBA’s mission, vision, and values and manage IT Service Management budgets in consultation with the CIO.

In the role you will:

Build strong teams with diverse skills aligned with BBA's mission, vision, and values.

Lead the development and implementation of IT Service Management strategy and annual plan.

Manage and report on performance, setting objectives for direct reports and ensuring alignment with business objectives.

Develop partnering relationships across BBA, providing high-quality advice and guidance.

Promote a positive risk culture, applying risk management principles in decision-making.

Ensure effective IT Governance processes, including Service Desk, Change, and Incident Management.

Oversee IT operations to troubleshoot and guarantee service levels of IT applications and infrastructure.

Establish and monitor SLAs with key IT partners/vendors and OLAs with internal stakeholders.

Provide authoritative advice to the CIO and leadership team on IT policy and project implementation.

Manage IT Service Management budgets and interpret financial indicators to make informed decisions.

Desired Skills and Experience About you

The ideal candidate for this role would possess strong leadership skills, with the ability to build and motivate high-performing teams aligned with the company's mission, vision, and values. They would have extensive experience in IT Service Management, including the development and implementation of IT strategies, governance processes, and risk management practices. Additionally, strong financial management skills and the ability to interpret key financial indicators to make informed business decisions would be essential.

Over 10 years of experience in Service Delivery and IT Operations.

Proven track record in leading diverse technology teams across multiple locations.

Strong expertise in developing and implementing IT Service Management strategies.

Demonstrated ability to lead effective and outcome-focused teams.

Skilled in managing partners/vendors with strong negotiation capabilities.

Experience supporting a regulated 24/7 business environment.

Proficient in owning and managing IT Service tools and technologies.

Contributed to strategies and operations across all facets of Information Technology.

Experience in providing end-user change management support.

Operational management experience at a leadership level.

See yourself in our team

You will be joining the Information Technology team , a group of dedicated professionals who work tirelessly to provide support and protection to both our internal and external stakeholders. A team that is dedicated to managing and maintaining the company's technological infrastructure, systems, and services.

Why work for Beyond Bank?

If you’re passionate about innovation and driven by customer-centricity, then a career with Beyond Bank is for you. We are proud to be an equal opportunity employer and employ people from a wide range of backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, and people with disabilities.

And there’s even more benefits:

A flexible, and diverse working environment

Career development opportunities, training and coaching

Annual paid work-life balance days to boost your annual leave

Community volunteer days to support many community charities across Australia

Access to employee discounts, health and wellbeing initiatives, employee and family assistance, plus more

The chance to be part of an organisation that works for and with customers and their communities to make a difference and change lives.

By joining Beyond Bank, you will have the opportunity to work alongside talented professionals who will support and encourage you to achieve your full potential. If you are passionate about people and want to make a difference, we would love to hear from you.

Please be aware the next step in the process may include a phone screen, video interview, virtual or face-to-face interview, psychometric testing, and all relevant background checking. Some positions may require undergoing 4 weeks of mandatory full training.

As a certified B Corp we are using our business as a force for good.

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