Do you have a background in service delivery and want to join a great bank and deliver exceptional IT service?  If yes, then we want to hear from you.  For this role, service delivery is a more important attribute to us than IT experience.  We can train you in the IT aspects of the role.  We are looking for someone who cares about making a positive difference and can deliver good service.

We currently have a permanent, full-time opportunity for an IT Service Delivery Supervisor in Collingwood. The IT Service Delivery Supervisor is accountable for the management, leadership and operational oversight of team members across two IT Services desks; providing onsite and remote support for the bank’s national offices, branches and contact centres by ensuring an outstanding employee experience in alignment with the bank's core values and purpose. 

Why join us

• We have big plans to become Australia’s leading purpose-driven bank.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Extensive background in providing high quality customer/employee service.
• Lead and inspire service desk teams located geographically in Melbourne and Sydney to deliver outstanding IT support and service quality to end users.
• Monitor and manage SLAs, ensuring timely responses and fixes for incidents and requests.
• Ensure compliance with ticketing standards to ensure incidents and requests are categorised, prioritised and escalated in line with defined processes.
• Govern and optimise service desk processes to ensure they are fit for business needs.
• Ensure the team maintains accurate and current knowledge articles to support efficient issue resolution.
• Analyse performance data (call volumes, average handling time, top trending requests, and incidents); and implement improvements to enhance service quality and user experience.
• Drive a culture of continuous improvement and accountability within the team.
• Provide coaching, mentoring, and development opportunities for team members.
• Collaborate with stakeholders to align service desk operations with organisational priorities.
• Deliver accurate reporting on SLA performance, trends, and improvement initiatives.
• Establish and manage performance objectives for individuals and the team.
• Provide timely, accurate and appropriate performance reporting.
• Complete staff appraisals in accordance with Bank Australia procedures and make recommendations regarding annual salary reviews.

What you will bring

• A high level of experience focused on customer/employee service and delivery.
• Experience leading and motivating a team, to deliver an exceptional employee and/or customer experience.
• Ability to effectively determine priorities and allocate work under high workloads.
• Knowledge of IT service delivery.
• Excellent communication, interpersonal and organisational skills.
• Ability to manage conflicting priorities for self and team members.
• Ability to investigate and follow up queries.
• Ability to coach and lead team members, drive continuous improvement and respond effectively to change.
• High level of competence with Microsoft products.
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.