IT Service Manager - Enterprise Technology

IT Service Manager

The IT Service Manager major responsibilities are to manage and coordinate delivery of resolution for Elevations in line with our Domain operating model, partnering with product owners and engineering as well as all technology teams required. It communicates with stakeholders, plan delivery, resolve and escalate impediments, manage finances and risk and drive relentless improvement.

This role is also as a coach for Agile Release Train (ART) and supports the implementation of new and better ways of working using Agile frameworks and methods YOUR JOB RESPONSIBILITIES

Work towards TEO goal of 30% resolution of ~150+ Elevations in FY26

Devise a delivery plan and facilitate execution across diverse set of Agile development teams to ensure strategy and execution alignment for Elevations

Management of financials including obtaining estimates and resource plans to develop a consolidated forecast, then analysing any variances cross multiple

Daily/Weekly/Monthly Program Reporting & dashboards and communication, including keeping key stakeholders informed of overall progress against the release commitments

Provide coaching to help resolve issues across the relevant delivery squads

Facilitate Agile release execution and planning events, including but not limited to progressive elaboration of breaking down large units of work into epics and features in collaboration of scrum masters and their squads

Manage dependencies across squads and remove roadblocks to drive outcomes with product owners and business stakeholders

Escalation points for dealing with issues, risks and removing bottlenecks/impediments

Manage and optimise the flow of value and drive relentless improvement by assessing the agility level with a focus on improvement

Coach leaders, teams and Scrum Masters in Agile practices and mindsets and promote a collaborative team environment

Management of release readiness including SIT coordination, release approvals and high level deployment planning

Contribute to the creation of a strong, capable and engaged team

Fulfil other tasks as assigned by your People Leader and/or authorized representative of NAB Vietnam from time to time.

Improve colleague NPS to achieve NPS annual targets

YOUR SKILLS AND EXPERIENCES Must have

Leverage 10+ years of experience in the IT field, including 8+ years in project management and delivery, to lead and coordinate end-to-end delivery of complex technology initiatives.

Facilitate Agile Release Train (ART) ceremonies and processes, ensuring alignment across teams and driving continuous improvement.

Collaborate effectively with hybrid teams (onshore/offshore) to ensure smooth coordination and delivery across time zones.

Build strong relationships with senior stakeholders and navigate large, complex organizations using both formal and informal networks.

Proactively manage project dependencies, risks, and issues to ensure timely and high-quality outcomes.

Apply Agile and adaptive delivery models to optimize team performance and value delivery.

Contribute to strategic planning and roadmap alignment across product, technology, and business teams.

Demonstrate a strong understanding of the software development lifecycle (SDLC) and its application in scaled Agile environments.

Maintain strong business acumen and commercial awareness to align delivery outcomes with enterprise goals.

Proven track record of delivering consistent results in large-scale, complex business environments.

Nice-to-have

Experience working in large enterprise organisations e.g. banking

Exposure to Microservices, Web and Cloud technologies

Degree in Computer Science, Information System or similar

Project Management Professional (PMP certification preferred)

Agile – Certified Scrum Master

THE BENEFITS AND PERKS

We appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here's how we support our people with a range of exclusive benefits.

1. Generous compensation and benefit package

Attractive salary

20-day paid annual leave and 7-day paid sick leave

13th month salary and Annual Performance Bonus

Premium healthcare for yourself and family members

Monthly allowance for team activities

Premium welcome kit and occasional gifts of appreciation

Extra benefits on your work anniversary

2. Exciting career and development opportunities

Large scale products with modern technologies in banking domain

Clear roadmap for career advancement in both technical and leadership pathways

Access to digital learning platform such as Udemy

Consistent and high-quality leadership training through the Distinctive Leadership program (DLP)

Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers)

Opportunity for training in Australia

3. Professional and engaging working environment

Hybrid working model and excellent work-life balance

State-of-the-art & modern Agile office

Food and beverages in the office pantry

Employee Assistance Program to improve your physical and mental health

Annual team activities and company events

A solid and talented team behind you – great people who love what they do

A DIVERSE AND INCLUSIVE WORKPLACE WORKS BETTER FOR EVERYONE

We know that our people make us who we are. That's why we have built a culture of respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

CLOUD-FIRST

NAB is undergoing an exciting "Cloud First" technology transformation by taking advantage of the latest tools and techniques used by leading technology and digital companies globally. But it's not just about the Tech, we are also investing heavily in our people, so if you have an appetite to learn, grow and elevate others around you, this is the place for you!

If this excites you, let's have a chat over a cup of coffee

It's more than just a career at NAB!

We believe in people with people and dreams, and we want you to achieve your aspirations. More than just a career, NAB Vietnam offers you a flexibility to balance your work - life, the opportunity to grow as professionals, people and a complete set of well-being offerings. If you have an appetite to learn, grow and elevate others around you, this is the place for you.

IT'S MORE THAN MONEY

We naturally also provide a very competitive remuneration package but a career with us is about a lot more than money. We believe in people with ideas and dreams, and we want you to achieve your aspirations. We will work together to deliver exceptional products and outcomes that push the limits of our own aspirations. Our passion for creating value and exceeding our customers' expectations means we are constantly striving to redefine our standards of excellence. You will have our backing to develop and our encouragement to explore, realize and reach your full potential.