Manager – IT Service Assurance​

Mō te tūranga | About the Role

As Manager – IT Service Assurance, you will lead the team responsible for proactive governance and enablement of change, release, continuity, availability, and resilience practices. You will drive integrated assurance, uplift operational maturity and foster a high trust, high performance culture. You will empower engineering teams, drive operational improvements and foster a resilient IT environment.

Ko tō mahi | What you'll do

• Act as the line manager for team members, providing both functional leadership and holistic support

• Foster growth through coaching, development planning and regular feedback, cultivating a high trust, high performance culture

• Set strategic direction for IT Change and Release, Disaster Recovery, Availability Management and Operations Reporting

• Govern and evolve frameworks for change, release, continuity and availability

• Lead escalation and coordination of assurance related issues

• Champion continuous improvement by leveraging metrics, stakeholder feedback and predictive insights

• Represent IT Service Assurance in leadership forums and cross functional initiatives

• Build and mentor a high performing team, cultivating specialised capabilities and fostering collaboration, enablement and accountability

• Monitor and report on key metrics, such as change success rates, availability SLAs and continuity readiness

• Collaborate closely with the Manager – IT Service Response

• Engage and influence senior technology leaders to champion scalable ITSM practices and drive strategic alignment

• Align team goals with evolving tech landscapes and organisational directives

• Proactively manage risk and foster innovative thinking

Nā tāu rourou | What will you bring

• Bachelor's degree in IT or related field, advanced ITIL 4 certification (e.g. Managing Professional) and familiarity with DevOps or Agile methodologies and leading Engineering teams

• Ten plus years in ITSM, specifically assurance roles, five plus in leadership, with proven experience in scaling operational practices during organisational transformations

• Expertise in tools like ServiceNow, CI or CD tools and AI analytics platforms, including strong data interpretation skills

• Exceptional leadership and communication abilities, with empathy to navigate cultural shifts and support team transitions

• Demonstrated success in high pressure environments, risk management and promoting collaborative, glass half full mindsets

• Experience integrating AI for proactive operations and enabling distributed teams in fast paced, cloud native settings

• Strategic visioning, proactive risk management, collaborative leadership and data savvy decision making

• Resilient adaptability and influential communication

• Innovative thinking and executive presence

Ko mātou tēnei | Our Organisation
At Westpac, we're working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we've been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we're lucky enough to have walk through our doors every day. The giant 'W' on our building doesn't just stand for Westpac – it says, double you. We're a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We're recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you

Tono mai ināianei | Apply Now

Apply today with your CV and Cover Letter. 

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they'll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities. 

Mahi tahi tātou, kaha ake tātou | Together Greater

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