Manager – IT Service Response

Manager – IT Service Response page is loaded## Manager – IT Service Responselocations : Westpac on Takutai Squaretime type : Full timeposted on : Posted Todaytime left to apply : End Date : December 1, 2025 (12 days left to apply)job requisition id : JR

• Mō te tūranga | About the Role
• As Manager – IT Service Response, you will lead the team responsible for rapid, coordinated responses to IT service disruptions, and the way we recover, understand what happened, and learn from. You will empower engineering teams to conduct mature incident, problem, and event management practices, to 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 Incident, Problem and Event Management practices.
• Lead escalation and coordination during major incidents and critical problems.
• Oversee team operations, including the senior specialist’s coordination of day to day workflows.
• Represent IT Service Response in leadership forums and cross functional initiatives.
• Build and mentor a high performing team, fostering a culture of continuous improvement, accountability and knowledge sharing.
• Drive data informed enhancements using analytics and AI to identify patterns, reduce mean time to resolve and prevent repeat incidents.
• Ensure governance and oversight of incidents and problems managed by engineering teams.
• Develop and maintain scalable frameworks for on call rotations, post event reviews and reporting.
• Collaborate closely with the Manager – IT Service Assurance.
• 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.
• Inspire cultural change and support teams through transitions.
• Make holistic decisions across interconnected practices for comprehensive improvements.
• Maintain resilience under pressure and model positive mindsets.
• Leverage analytics and AI for proactive, scalable insights.
• Empower and coach distributed engineering teams.
• Continuously adapt ITSM principles to modern methodologies.
• 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 response roles, including five plus in leadership, with proven experience in scaling operational practices during organisational transformations.
• Expertise in tools like ServiceNow, PagerDuty, Dynatrace 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, empathetic leadership, holistic decision making and resilience under pressure.
• Data literacy, collaborative influence and continuous learning orientation.
• Executive presence and influence.
• Westpac Hei Wāhi Mahi | Working at Westpac
• In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including :
• 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best.
• Additional purchased leave options up to 4 weeks per year.
• Banking benefits, insurance discounts and superannuation scheme.
• Growth and development – we provide opportunities for development and promote internal mobility.
• Recognition - we recognise and reward our star performers.
• School holiday subsidy - help you balance work and family during school holiday.
• 2 Volunteer days per year.
• 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
• Applications close :
• 30 November 2025

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