Head of IT Service Management

About the role

As Head of IT Service Management, you will lead the strategy and delivery of critical technology services that keep ANZ New Zealand running safely and reliably, 24 hours a day. The role covers Service Operations and Tooling, with accountability for service performance, operational resilience and the health of the platforms supporting the technology environment. It is a permanent position with standard 37.5-hour hours, based either in Wellington or Auckland.

Key responsibilities

• Lead and develop multidisciplinary teams across Service Management, Service Operations, Tooling and Resilience.
• Set the direction for IT Service Management across NZ Technology, improving consistency and effectiveness.
• Oversee the stability, resilience and performance of critical technology services.
• Strengthen operational resilience, disaster recovery and business continuity.
• Champion monitoring, tooling and automation to improve how the technology environment is managed.
• Partner with senior technology leaders across NZ and Group to align priorities, manage risk and support customer outcomes.
• Provide oversight of technology risk, controls and regulatory obligations.
• Lead commercial and vendor relationships, balancing service performance, investment and value.
• Create an inclusive environment where people feel supported to contribute, learn and grow.

Required profile

• Significant leadership experience in complex technology operations and service environments.
• Deep knowledge of IT Service Management, operational resilience, disaster recovery and business continuity.
• Strong understanding of technology risk, security, controls and regulatory requirements.
• Inclusive, collaborative leadership style with experience building capability across large, multidisciplinary teams.
• Commercial judgement, communication and influencing skills, able to build trusted relationships and handle competing priorities.

Applicants are not expected to have all these skills; a growth mindset is valued. Applications are made through the ANZ careers site using reference number 127716.