Senior Manager, ITSM Operations & Service Resiliency

Responsibilities

• Lead a global team responsible for incident management, problem management
• change coordination, ensuring consistent execution and operational readiness Oversee major incident response, including real-time coordination across technical and business teams to restore service as quickly as possible Act as a central point of leadership during high-impact incidents, facilitating incident bridges, driving decisions
• ensuring clear communication to stakeholders and senior leadership Lead root cause analysis and follow-up actions, ensuring issues are fully understood and addressed to prevent recurrence Identify patterns and trends across incidents and changes, connecting insights across ITSM domains to reduce risk and improve overall service reliability Oversee enterprise change management, including planning, scheduling, approvals
• conflict resolution to minimize production risk Partner with engineering and delivery teams to strengthen release readiness, change quality
• system resiliency Use operational insights to drive improvements across processes, tooling
• team capability, reducing downtime and improving system stability Define and track key metrics related to service health, incident response
• change performance Foster a culture of accountability, continuous learning
• operational excellence across the team Qualifications: Undergraduate degree in a related field or the equivalent combination of training and experience Minimum eight years related IT experience, including five years in technology operations, IT Service Management
• related disciplines 5+ years of leadership experience, including managing teams and/or managers Experience leading incident, problem, and/or change management in a large-scale, production environment Proven ability to operate in high-pressure, real-time situations Strong leadership experience, including managing teams and/or managers Familiarity with ITSM frameworks (e.g., ITIL) Ability to influence across teams and communicate clearly with stakeholders, including leadership Experience working in complex technology environments (infrastructure, applications, cloud) Preferred Qualifications: Experience improving operational processes or resiliency programs Familiarity with tools like ServiceNow, Jira
• similar Interest in using automation or AI to improve workflows What Success Looks Like: Fast, coordinated response to high-impact incidents Fewer repeat issues through strong root cause resolution Smooth, low-risk technology changes Improved system stability and visibility into performance Special Factors Sponsorship Vanguard is not offering visa sponsorship for this position.
• About Vanguard At Vanguard, we don't just have a mission—we're on a mission.
• To work for the long-term financial wellbeing of our clients.
• To lead through product and services that transform our clients' lives.
• To learn and develop our skills as individuals and as a team.
• From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
• How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection.
• We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.