Are you ready to take charge, drive change, and enhance performance? If so, we have the perfect role for you.
As part of the Infrastructure Service Delivery Team, the Service Performance Lead has responsibility for managing, end-to-end measurement and reporting of Infrastructure Services in a Hybrid Multi-source environment.
This role ensures that service delivery meets agreed quality and reliability performance standards to ensure optimal value from these services.
The Service Performance Lead will collaborate with various internal teams, as well as external suppliers, to monitor, measure, analyse and enhance the performance of infrastructure services, ensuring alignment with Service Levels and KPI's.
Key responsibilities of the role:
- Performance Monitoring, Analysis & Reporting
- Work with Data and ITSM Platform owners to build out the Service Performance Metrics Catalogue to automate the calculation of performance metrics
- Service Improvement Program: proactively address recurring performance failures to prevent service degradation and downtime with internal and external service providers
- Collaboration: Work closely with Infrastructure Operations and service delivery teams to ensure that infrastructure services meet performance standards and align with business needs.
- Stakeholder Communication: Provide regular performance reports and status updates to senior management and key stakeholders, highlighting areas of concern, improvement, and opportunities.
- Service Level Management: Own and refine the SLA playbook. Monitor and manage SLAs to ensure that infrastructure services are delivered in accordance with agreed-upon performance levels.
- Risk Management: Assess and mitigate performance risks associated with infrastructure services, recommending strategies for improvement and mitigation.
- Perform related duties as assigned, within the scope of role and as required by senior leadership.
Nā tāu rourou | What will you bring?
- 10+ years’ experience in a similar role
- ITSM Tool Experience
- Analytics and Reporting experience with AWS and BI
- A demonstratable ability to bring automated measurement if SLAs
- A track record of identifying systemic service performance issues and working suppliers to implement Service Improvement Plans
- Strong understanding and experience of Performance Management frameworks
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:
3 April 2025
