Manager – IT Service Response

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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, the recovery process, root cause analysis, and lessons learned. You will empower engineering teams to conduct mature incident, problem, and event management practices, 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 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

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 :

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.

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

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Banking

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