Service Manager
ANZ BankMelbourne, Victoria, Australia
Posted March 17, 2026
Full Time
About the Company
ANZ Bank is a leading financial institution with over 180 years of heritage, dedicated to fostering economic growth and inclusivity. The bank offers a comprehensive range of services including retail banking, private banking, commercial banking, wealth management, and institutional banking. With a global presence spanning Australia, New Zealand, and the Pacific, ANZ employs over 50,000 people and is committed to creating a sustainable economy where everyone can thrive.
Job Description
The ECC Service Manager is responsible for the operational management, service stability, and continuous improvement of the Enterprise Contact Centre (ECC) platform built on Amazon Connect.
Requirements
- Technical Experience: Experience managing large-scale enterprise platforms or cloud services
- Familiarity with AWS services and cloud-native architectures
- Experience supporting contact centre platforms (Amazon Connect, Genesys, or similar) is highly desirable
- Strong understanding of system integrations, APIs, and enterprise middleware
- Service Management: Strong experience in IT Service Management (ITIL practices) including incident, problem, and change management
- Experience running production services in highly regulated environments (banking or financial services preferred)
- Operational & Leadership Skills: Ability to coordinate across multiple engineering and infrastructure teams
- Strong stakeholder management and communication skills
- Experience managing major incidents and service recovery
