Senior Manager, ITSM Operations & Service Resiliency

Summary:

At Vanguard, technology resiliency and operational excellence are critical to how we serve our clients and crew. We’re looking for a Senior Manager, ITSM Operations & Service Resiliency to lead a high-impact team responsible for keeping our systems stable, reliable, and continuously improving.

In this role, you’ll lead enterprise efforts across major incident response, problem management, and change enablement, ensuring issues are resolved quickly, risks are minimized, and long-term fixes are put in place.

Responsibilities:

• Lead a global team responsible for incident management, problem management, and 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, and 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, and conflict resolution to minimize production risk

• Partner with engineering and delivery teams to strengthen release readiness, change quality, and system resiliency

• Use operational insights to drive improvements across processes, tooling, and team capability, reducing downtime and improving system stability

• Define and track key metrics related to service health, incident response, and change performance

• Foster a culture of accountability, continuous learning, and 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, or 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, or 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

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.