Service Owner

Westpac New Zealand; Auckland; On-site; NZD 170,000 - 230,000; Full time

Benefits offered by this job

4 weeks holiday + wellbeing leave

Banking benefits

Insurance discounts and superannuation

Growth and internal mobility

Recognition for performance

School holiday subsidy

Volunteer days

Job summary

Westpac New Zealand is seeking a Service Owner to steward Storage, Backup & Recovery and Tandem services. You will lead vendor relationships, manage contracts, and shape the roadmap with a focus on reliability, SLAs, and financial performance.

This role emphasizes inclusive leadership and cross-functional collaboration across internal teams and external partners. You will partner with stakeholders to translate business needs into requirements, drive continuous improvement, and balance risk with

Qualifications

• Experience guiding change in complex enterprise IT environments.
• Ability to partner with business to understand needs and translate to requirements.
• Proven vendor management with service contracts and SLAs.
• Ability to simplify complex technical concepts for diverse audiences.
• Knowledge of IT governance, risk, and resilience best practices.
• Strong relationship-building across stakeholders and squads.

Responsibilities

• Serve as steward of BUR and Tandem Services, partnering with internal teams and external vendors.
• Own vendor relationships and service contracts to meet SLAs and financial targets.
• Shape the vision and roadmap for services, maintain backlog, and drive continuous improvement.
• Lead inclusive, coaching-focused leadership to empower Storage & BUR and Tandem Squads.
• Support budgeting, forecasting, and financial planning for service domains.

Skills

Change management

Stakeholder partnership

Vendor management

JIRA

ServiceNow

Clear technical communication

IT governance & risk

Budgeting & forecasting

Education

Relevant professional qualifications/degree

Tools

JIRA

ServiceNow

Job description

Mō te tūranga | About the Role

This role serves as the steward of WNZL's Storage, Backup & Recovery (BUR), and Tandem Services, delivered through a collaborative model involving both internal teams and external partners. As the owner of vendor relationships and associated service contracts, the Service Owner fosters strong partnerships to ensure services are delivered reliably, meet agreed service levels, and achieve financial and performance outcomes.

The Service Owner shapes the vision and future direction of the services, working closely with stakeholders to define priorities, maintain an aligned roadmap, and cultivate a backlog that supports both current business needs and long-term organisational goals. The role champions continuous improvement, encouraging innovation, learning, and sustainable service evolution.

Through inclusive leadership, coaching, and guidance, the Service Owner supports and empowers the Storage & BUR and Tandem Squads, fostering a collaborative, high-performing environment and deliver meaningful outcomes for the organisation.

Ná tāu rourou | What will you bring?

• Demonstrated expertise in guiding and supporting change within complex enterprise IT environments, ensuring smooth transitions and positive outcomes for all stakeholders.
• Proven experience partnering closely with the business to understand needs, shape requirements, and deliver meaningful outcomes.
• Proficient in leveraging tools such as JIRA and ServiceNow to enable effective collaboration, coordination, and service delivery.
• Strong ability to simplify and communicate complex technical concepts in a way that engages, informs, and empowers others.
• Solid knowledge of enterprise IT practices, governance, and risk management, with a focus on balancing business needs and organisational resilience.
• Skilled at building trusted relationships and working collaboratively with a diverse range of stakeholders, successfully navigating differing perspectives to achieve shared goals.
• Demonstrates inclusive leadership through active listening, authentic communication, and a commitment to fostering a supportive environment.
• Experience partnering with stakeholders to support effective budgeting, forecasting, and financial planning.

Desirable

• Broad technical knowledge across enterprise infrastructure environments, with a strong commitment to sharing expertise, mentoring others, and fostering team capability.
• Working knowledge of ITIL (Information Technology Infrastructure Library) frameworks and best practices, supporting consistent and customer-focused service delivery.
• Ability to develop meaningful measures and insights that support informed decision-making, continuous improvement, and positive business outcomes.
• Experience in Agile product or service ownership, working collaboratively with stakeholders to deliver value and meet evolving business needs.
• Understanding of the banking and financial services industry, including the importance of balancing customer, regulatory, and business priorities.
• Strong written, verbal, and presentation skills, with the ability to communicate clearly, build understanding, and engage diverse audiences.
• Demonstrated practical experience and expertise, and/or relevant professional qualifications/degree, with a commitment to continuous learning, growth, and professional development.
• Experience leveraging automation tools and techniques to simplify processes, enhance consistency, reduce risk, and enable teams to work more effectively.
• Knowledge of Storage & BUR Services and/or Tandem infrastructure.

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!

Applications Close

24 September 2026