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.

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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, problem, change, and release management aligned with enterprise ADF framework.
• Maintain operational runbooks, service documentation, and support procedures.

Incident & Problem Management

• Lead major incident coordination impacting ECC services.
• Drive root cause analysis and problem management to prevent recurring incidents.
• Coordinate recovery activities across AWS, internal engineering and platform teams, and external vendors.

Operational Readiness & Governance

• Ensure all ECC releases meet operational readiness requirements, including monitoring, alerting, runbooks, and support handover.
• Partner with delivery squads to embed SRE and operational excellence practices.
• Manage service governance reporting including service health, incident metrics, and operational risk.

Monitoring & Observability

• Oversee ECC monitoring across CloudWatch, Dynatrace, Splunk, and enterprise observability platforms.
• Ensure proactive alerting, dashboards, and service telemetry are implemented to maintain platform stability.
• Work with SRE teams to continuously improve reliability and operational automation.

Vendor & Stakeholder Management

• Act as operational liaison with AWS, carriers, and external delivery partners.
• Coordinate across internal domains including Retail, Institutional, Digital Channels, and Infrastructure teams.
• Provide clear operational reporting to ECC leadership and governance forums.

Continuous Service Improvement

• Identify and implement improvements to service reliability, support efficiency, and operational automation.
• Drive adoption of SRE practices, resilience engineering, and proactive reliability improvements.
• Contribute to long-term ECC platform operational strategy.

What will you bring?

Technical Experience

• Experience managing large-scale enterprise platforms or cloud services
• Familiarity with AWS services and cloud-native architectures
• Experience supporting contact centre platforms (Amazon Connect, Genesys, or similar) is highly desirable
• Strong understanding of system integrations, APIs, and enterprise middleware

Service Management

• Strong experience in IT Service Management (ITIL practices) including incident, problem, and change management
• Experience running production services in highly regulated environments (banking or financial services preferred)

Operational & Leadership Skills

• Ability to coordinate across multiple engineering and infrastructure teams
• Strong stakeholder management and communication skills
• Experience managing major incidents and service recovery

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

Job Posting End Date

01/05/2026 , 11.59pm, (Melbourne Australia)