Service Manager/ Customer Engagement Manager

The role of the Service Manager/ Customer Engagement Manager is to provide support to the Tech Assist Service Owner and Regional (Global) Tech Assist Leads in the tracking and delivery of initiatives and BAU activities.

With a focus on strategic initiative design, delivery and support, you will agree and execute customer driven initiatives through monthly prioritisation meetings with the global Tech Assist teams, with a strong focus on customer centricity.

Key to the role is strong capability in change, engagement and communications management. You will facilitate a fortnightly change pipeline meeting, bringing together a wide range of stakeholders to plan for technology impacts across all parts of the bank. You’ll also be regularly engaging with senior leaders and service owners to advocate on behalf the customer and their experience.

You will regularly manage Incident response planning and delivery, responding to ‘walk ups’ and other ad-hoc issues by quickly problem solving and marshalling appropriate Tech Assist resources globally

You will also look to build out Tech Assist’s Insight, analytics and reporting, with a strong focus on BAU Operations data and voice of the Customer feedback

Key skills and backgrounds experiences:

  • Naturally customer oriented, able to empathetically understand the needs of the customer and drive outcomes to meet their needs. Ideally, you have experience in customer-focused roles.
  • An experienced change and communications manager who has had to consistently operate outside of the core change/comms disciplines, applying your problem solving skills to whatever challenge is thrown at you
  • A strong written and verbal communicator, comfortable to write comms intended for large audience, and comfortable providing concise, face-to-face advice to senior leadership
  • Able to quickly move from high-level strategy discussions to detailed execution planning
  • Able to build relationships with a broad range of stakeholders to help influence outcomes
  • Comfortable with numbers and data sets. Capable of conceptualising data collection models/approaches

This role is ideally suited to an individual early in their career, looking to step up and into a stretch role that will develop their strategic and management capabilities.

Please apply via the following link with your CV. Alternatively to find out more about the position at or please email Nicky Bell @ for further information.

The Corporate Operations Group (COG) brings together specialist support services including workplace, human resources, market operations and technology. COG's purpose is to drive operational excellence through business-aligned services with a focus on quality, cost and risk. COG comprises the following divisions: Business Improvement and Strategy, Business Services, Human Resources, Market Operations, and Technology.

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

We facilitate a range of flexible working arrangements within our teams. Talk to us about what flexibility may be available.

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