Manager IT Support and Service Management

Newcastle Greater Mutual Group; Newcastle, Maitland; Hybrid; AUD 160,000 - 210,000; Full time

Benefits offered by this job

Health & wellbeing programs

Corporate health insurance

Annual flu vaccinations

Hotel discounts

Flexible work arrangements

18 weeks parental leave

Recognition programs

Employee referral program

Volunteer days

Job summary

Newcastle Greater Mutual Group seeks an experienced Manager IT Support and Service Management to lead a multi-layered IT service delivery team in Newcastle. You will drive service desk capability, ITIL processes, and a data-driven approach to improve end-user experience.

You will partner with Technology Leads and stakeholders to align services with business needs, while leveraging automation, AI, and self-service to continually enhance outcomes.

Qualifications

• Requires a degree or higher qualification in a computer-related or business-related discipline.
• Senior-level experience leading IT service delivery, service desk, and support teams within a complex organisation.
• Advanced knowledge of ITIL incident, problem, and change management, with experience improving service management processes.
• Strong people leadership capability with track record of developing teams and raising performance.
• Forward-thinking mindset with ability to translate emerging tech trends into practical improvements.
• Experience using automation, AI, and self-service to enhance efficiency and end-user experience.
• Strong analytical skills with use of service data and performance measures to drive improvements.
• Confident engaging with senior leaders, technology teams, suppliers, and partners to deliver service outcomes.
• Strong commercial acumen including budgeting, suppliers, and service agreements.
• Banking or financial services experience will be highly regarded.

Responsibilities

• Deliver a reliable, responsive service desk that meets service levels and customer standards.
• Maintain ITIL-aligned incident, request, problem, and change management practices.
• Build team capability through coaching, development, and capacity planning.
• Improve service desk efficiency through automation, AI, self-service, and continuous improvement.
• Use service performance reporting to identify gaps, prioritise improvements, and demonstrate value.
• Stay across emerging technology and service management trends to evolve support delivery.
• Collaborate with Technology Leads and stakeholders to understand requirements and resolve issues.
• Maintain secure, compliant support services and manage service-related risks.
• Manage suppliers and partners to deliver quality, performance, and value.

Skills

IT service delivery

ITIL practices

People leadership

Automation & AI

Data-driven decisions

Senior stakeholder engagement

Budget & supplier management

Business acumen

Banking/financial services experience

Education

Bachelor's degree or higher in computer/business discipline

Job description

Manager IT Support and Service Management

Shape a reliable, responsive IT support and service management experience for our people.

Lead and develop a multi-layered team, driving innovation, continuous improvement, and measurable service outcomes.

Permanent, full-time role | Hybrid work arrangements on offer | Based in Newcastle.

Purpose of the role

At NGM Group, we’re continuing to evolve how Technology supports our people and the business, creating clearer ownership, stronger accountability, and a more connected technology experience.

As our Manager IT Support and Service Management, you’ll lead reliable, responsive IT support and service management across NGM Group. Reporting to the Head of Enterprise Services, you’ll lead and develop a multi-layered team, strengthening service desk capability, service management practices, and the overall end-user experience.

As our Service Operating Model evolves, you’ll work closely with Technology Service Leads and business stakeholders to ensure support is aligned to business needs, while looking ahead and continually improving how services are delivered. You’ll keep pace with emerging trends and identify opportunities to use AI, automation, and self-service to improve the employee experience, using service data and insights to measure performance and demonstrate impact.

This is an opportunity for an experienced and forward-thinking IT service delivery leader to combine strong people leadership, technical knowledge, and senior stakeholder engagement to shape a more responsive, efficient, and customer-focused technology support experience.

What Success Looks Like

• Deliver responsive service desk and first-level support that meets agreed service levels and customer service standards.
• Maintain effective ITIL-aligned incident, request, problem, and change management practices.
• Build team capability through coaching, development, and capacity planning to meet service commitments.
• Improve service desk efficiency and end-user experience through automation, AI, self-service, and continuous improvement.
• Use service performance reporting and measures to identify gaps, prioritise improvements, and demonstrate progress and value.
• Stay across emerging technology and service management trends, identifying opportunities to evolve how support is delivered.
• Partner with Technology Service Leads and business stakeholders to understand requirements, resolve issues, and improve service outcomes.
• Maintain secure, compliant support services and effectively manage service-related risks.
• Manage suppliers and partners to deliver agreed service quality, performance, and value.

What You'll Bring

• A degree or higher qualification in a computer-related or business-related discipline.
• Senior-level experience leading IT service delivery, service desk, and support teams within a complex organisation.
• Advanced knowledge of ITIL incident, problem, and change management, with experience developing and improving service management processes.
• Strong people leadership capability, with experience leading through others, developing teams, and driving improved performance.
• A forward-thinking, improvement-focused mindset, with the ability to translate emerging technology and service trends into practical improvements.
• Experience using automation, AI, self-service, and service management improvements to enhance efficiency and the end-user experience.
• Strong analytical skills, using service data and performance measures to identify opportunities, set priorities, and demonstrate improvement.
• Confidence engaging with senior leaders, business stakeholders, Technology teams, suppliers, and partners to deliver agreed service outcomes.
• Strong commercial acumen, including experience managing budgets, suppliers, and service agreements.
• Banking or financial services experience will be highly regarded, but is not essential.

What can you expect from us?

Our benefits are designed to help you thrive — in and out of work. Think health and wellbeing support like Fitness Passport, corporate health insurance and annual flu vaccinations, plus lifestyle perks including hotel discounts and flexible work arrangements. We also back what matters most with 18 weeks paid parental leave, recognition programs, an employee referral program, and dedicated time to give back (two community volunteer days and three recreational leave days each year).

Growth & opportunities – Build your capability, stretch into new challenges and shape what’s next with development support behind you.

Culture & connection – Be part of a team that’s inclusive, down-to-earth and genuinely connected, where collaboration is how we get things done.

Meaningful work – Do work you can feel proud of, making a real difference for customers and communities every day.

2026 Employer of Choice Excellence Awardee – proudly recognized for creating a workplace where our people can grow, connect, and make a meaningful impact.

About us

As one of Australia’s largest customer-owned banks, we’re a driving force in customer owned banking, operating under the trusted brands Greater Bank and Newcastle Permanent. With over 200 years of combined experience, we’ve helped hundreds of thousands of Australians achieve home ownership and provide a genuine alternative to the big banks—all while strengthening the communities we serve. At the heart of everything we do are our core values:

Lead with heart – We genuinely care about achieving better outcomes for our customers and communities.

Own the action – We build trust by doing things the right way, with honesty and transparency.

Embrace opportunity – We look ahead, focusing on our strengths and expertise to challenge the status quo.

Thrive together – By working as one, we create the best possible future for our customers and communities.

Join a team shaping the future of trusted banking and make a real impact where it matters most.

NGM Group is committed to delivering trusted banking to enable our customers and communities to thrive. We do this by leading with heart, doing the right things in the right way, and by maintaining high standards of ethical behaviour in everything that we do. All applicants are therefore required to undergo a skills assessment, comprehensive background check, Bankruptcy Check and a Nationally Coordinated Criminal History Check.

We are also working to reflect the vibrant communities we serve. We believe in creating an inclusive, diverse, and supportive workplace where everyone can thrive. If you require adjustments to be made during the recruitment process or would like to discuss any accessibility requirements, your Talent Acquisition Partner will be happy to engage in a confidential discussion and assist. Your unique talents and perspectives are what make us stronger.