Service Manager
ANZ Banking Group Limited · Melbourne, Victoria, AU
About Us At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustai...
Job description
About Us At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers. About the Role: 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. The role ensures ECC services operate reliably across multiple banking channels (AU, NZ, Institutional, Group Service), supporting both customer and staff interactions. The position acts as the central coordination point between engineering squads, SRE, infrastructure teams, and business stakeholders to ensure ECC services meet enterprise service management standards, availability targets, and regulatory obligations. Role Type: Role Location: Work Hours: What will your day look like? Service Operations Management: - Own the day-to-day service management of the ECC platform including Amazon Connect, integration services, and supporting cloud infrastructure. - Ensure ECC services meet availability, reliability, and performance SLAs. - Manage operational processes including incident, proble...