Senior Leader – Incidence Response

People First Bank
Brisbane, Adelaide or Toowoomba, Australia
Job Type
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Who are we?

It’s an exciting time to join our organisation! On 1 March 2023, two of Australia’s most successful member-owned banking organisations merged, to form People First Bank - Australia’s leading mutual banking organisation and a genuine, member-owned alternative to the major banks.

We exist to create a better future for our members and the communities in which they live.

We are 100% member owned, with approximately 720,000 members and 1,900 employees. We have dual head offices in Adelaide and Toowoomba, and 95 branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory, trading under two brands, Heritage Bank and People's Choice.

When you come to work at People First Bank, you’ll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members, community, and the planet. We are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business.


About the role

We are on the lookout for an experienced Technology Senior Leader in Incident Response, to join our Service Management team (SM) and lead a team in the response to incidents and oversee the responsibilities of the incident management process. You will have a strong aptitude for command and coordination and be an adept influencer with advanced stakeholder management capability to lead diverse teams through complex events.

This role is crucial for efficiently managing and resolving technology incidents, including major events, to minimize service impact and maintain exceptional user experiences. This role involves regular Incident Management responsibilities and requires an on-call component.


About you

In this role, you will lead the design, implementation, and maturing of our incident processes and the ongoing delivery of consistent, effective, high-quality services in your area of accountability. You will have extensive experience in providing input into process and workflow improvements, improve customer experience, rectifying reliability issues, and monitoring the impact of improvements.

Typical Responsibilities:

Provide effective leadership, direction, and engagement to build and maintain a cohesive, cooperative, and high performing culture that supports the Service Management team in their evolution to Service Excellence.
Lead, develop and improve metrics to identify where investment and priority should be directed to deliver highest value.
Lead and support reviews of Incident data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events. Working closely with aligned teams focused on increasing our stability reliability and resilience through process improvement and problem management.
Provide high-level advice to team members, acting as an escalation point for complex matters.
Provide reports to the Head of Service Management and appropriate forums on the operational effectiveness across the areas of accountability including highlighting challenges and other matters where relevant.
Apply ServiceNow best practices, product capabilities, and customer experience (UX) while considering future maintenance and risk. Drive continuous improvement through tooling and automation.
Attend key technology and operational risk management and forums/committees, preparing regular reports as required.

Knowledge and Experience

A dynamic and highly experienced stakeholder engagement and relationship expert with excellent communication skills, who is adept in their engagement style with non-technical leaders and can support them through complex events.
Ability to drive improvements related to the Stability Resilience Reliability strategy, with your own’ hands-on’ delivery experience and willingness to be ‘hands on’ in the implementation of improvements, preferably in a complex environment.
Crisis management skills, with strong capabilities in managing complex incidents under pressure.
Significant experience implementing cross-functional process improvements and delivering excellent results by leveraging ITIL service management disciplines within the context of service development and service operations.
Experience in driving organisational change and fostering a culture of accountability.
Proven experience with service management tools, technologies, and processes, with preference to service environments, ITSM functions, processes and best practice standards within Service Delivery.
Experience with ServiceNow highly regarded.


Appropriate tertiary qualifications at Degree level or higher in Business, Information Technology, Engineering or Computer Science or demonstrable and relevant industry experience.


Benefits of working for us

We believe the little extras can make a big difference in supporting your success. That’s why we offer great incentives and benefits including:

Paid parental leave and special leave provisions.
Employee banking benefits and discounted insurances
Flexibility and hybrid working arrangements
Career development opportunities, and ongoing training, coaching and support.
A dedicated Employee Assistance Program for you and your family to access in times of need.
Paid volunteering days and access to a diverse range of community and charitable initiatives
If you are ready to join a supportive team who are passionate about the work they do and the results they achieve, then click 'Apply' now and submit your application, including a cover letter and current resume by 4th June 2024.

We are committed to diversity and inclusion and support candidate requests for adjustments to accommodate disability, illness or injury, to enable everyone to equitably participate in our selection process.