At SMBC, you’re not just joining a company—you’re becoming part of a community that values respect, growth, and making an impact every day. We offer a range of flexible benefits designed to help you balance work, family, and your personal goals:
- Great Place to Work Certified: Proudly certified as a Great Place to Work, we provide a welcoming and supportive culture where your contributions are valued.
- Parental Leave: Enjoy competitive parental leave to support you through life’s important milestones.
- Women in Banking and Finance (WIBF): As a Gold member, employees have access to events, professional development courses, and valuable networking opportunities.
- Me Time: Take 2 paid hours off each month to focus on your wellbeing—because your health matters.
- Comprehensive Insurance: Permanent employees benefit from SMBC-funded Life, Total and Permanent Disability (TPD), and Group Salary Continuance Insurance for peace of mind.
- Social Contribution Leave: Take one day each year to volunteer and give back to your community with paid Social Contribution leave.
At SMBC, we believe our strength lies in our diverse workforce – people who bring their unique perspectives and talents to deliver innovative solutions for our clients. We’re committed to fostering an inclusive environment where everyone feels supported to grow both professionally and personally.
Reporting to the Head of Information Technology, Australia this position is responsible for managing the delivery of all business aligned IT support and operation services within SMBC Australia. This includes governance across all areas of IT service management, developing frameworks and processes to reflect best practices, and the continual improvement of these services to ensure the highest levels of end user satisfaction and operational performance.
You will be responsible for the following:
- Lead ITSM processes including Incident Management (acting as Incident Manager during Major Incidents), Problem Management (RCA), Change Management (acting Change Manager) and Service Request Fulfilment.
- Ensure adherence to SLAs, OLAs and KPIs in line with established third-party contracts and MOUs.
- Management of vendors and third-party providers ensuring they meet their contractual obligations and performance expectations.
- Manage the Service Desk function to ensure timely resolution of issues, acting as the escalation point, and ensure alignment between local, regional and global teams.
- Oversee observance of strict asset management procedures.
- Comprehensive documentation of processes and maintaining up-to-date procedure manuals.
- Producing quality reporting on IT operations for IT governance and senior management.
- Support management of projects being run by local, regional and global technology teams .
- Provide GRC oversight across SMBC and regulatory guidelines, rules and standards, and internal governance policies and procedures.
- Support audits and risk assessments by providing process documentation and evidence of controls.
- Build and maintain strong relationships with the business, end users and key stakeholders.
To succeed in this role, you will have:
- Minimum 7 years of experience leading service delivery management and operations within corporate environments.
- Experience in managing IT Service Management (ITSM) frameworks and service delivery models.
- Excellent documentation skills, including policy and procedure manual development, report writing and process engineering.
- Strong capabilities across vendor and third-party provider management.
- Familiarity with ITSM platforms, e.g.: ServiceNow, Jira.
- Ability to build trust and maintain positive relationships with stakeholders.
- Bachelor’s degree in information technology/systems, computer science or a related field.
Preferred Qualifications:
- Experience working in the finance services industry.
- Understanding of financial services regulations, e.g.: CPS 230, CPS 234.
- ITIL certifications.
- Project management certifications.
- Relevant Microsoft certifications, e.g.: M365, Power BI, Azure.
- Familiarity with process improvement methodologies, e.g.: Lean, Six Sigma.
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