Mō te tūranga | About the Role
The Capacity Manager is responsible for the ownership and governance of the Capacity, Demand, and Forecasting (CDF) process. This role ensures that capacity meets current and future business needs in a cost-effective and scalable way, aligned with strategic objectives. The Capacity Manager integrates capacity planning with broader service management capabilities, champions the development of the CDF capability across the organisation, and drives automation and process maturity to enable timely, data-driven decisions.
The Capacity Manager is responsible for the ownership and governance of the Capacity, Demand, and Forecasting (CDF) process. This role ensures that capacity meets current and future business needs in a cost-effective and scalable way, aligned with strategic objectives. The Capacity Manager integrates capacity planning with broader service management capabilities, champions the development of the CDF capability across the organisation, and drives automation and process maturity to enable timely, data-driven decisions.
- Governance & Oversight - Own and maintain the end-to-end CDF process. Define standards, cadence, and documentation. Ensure stakeholder adherence to the process. Provide onboarding and training to teams involved in capacity and demand planning.
- Strategic Direction - Align capacity planning with enterprise goals and risk appetite. Develop and maintain a roadmap for the CDF process. Drive automation initiatives that support process outcomes and reduce manual effort.
- Performance Monitoring - Define and track KPIs for process effectiveness. Identify and address forecasting bias through root cause analysis.
- Continuous Improvement - Lead retrospectives and process reviews. Implement improvements based on feedback and performance data. Establish feedback mechanisms to ensure the CDF process evolves in response to stakeholder needs and operational realities.
- Reporting Oversight - Ensure timely and accurate reporting by infrastructure teams. Aggregate and share reports with stakeholders as needed (especially early on).
- Compliance & Audit Readiness - Ensure documentation and processes meet audit and compliance standards. Support audits and provide necessary documentation.
- Integration with Service Management Processes - Collaborate with Asset, Change, Incident, Problem, and Availability Management. Ensure capacity planning is integrated with service level management and availability management.
- Capacity Modelling & Scenario Planning - Define rules and methodologies for capacity modelling and scenario planning. Use historical data and trends to model future scenarios.
- Control Ownership & Risk Governance - Serve as the control owner for all governance controls related to the CDF process. Ensure risks associated with capacity and forecasting are identified, documented, and mitigated through effective control design and monitoring. Maintain alignment with enterprise risk management and compliance frameworks.
Nā tāu rourou | What will you bring?
Essential
- Demonstrated experience in leading and governing capacity planning and demand forecasting processes within complex environments.
- Proven ability to define and embed process standards, governance models, and performance metrics aligned with enterprise objectives.
- Strong understanding of ITIL, COBIT, and ISO/IEC 20000 frameworks, with the ability to apply them to capacity and forecasting governance.
- Ability to interpret complex data sets and performance indicators to guide strategic decisions and identify systemic forecasting issues.
- Skilled in engaging, training, and supporting cross-functional teams to ensure consistent process adoption and execution.
- Excellent written and verbal communication skills, with the ability to influence senior stakeholders and drive alignment across business units.
Desirable
- Exposure to designing or overseeing automation strategies that enhance forecasting and capacity planning maturity.
- Understanding of how capacity planning intersects with broader IT service management disciplines, including Asset, Change, Incident, and Availability Management.
- Experience supporting compliance activities, including internal and external audits, with a focus on governance and documentation standards.
- Familiarity with frameworks and tools used for capacity modelling and scenario planning, with the ability to guide their application across teams.
- Experience in leading or guiding root cause analysis and risk assessments to identify systemic issues in forecasting and capacity processes, and to support mitigation planning.
Westpac Hei Wāhi Mahi | Working at Westpac
In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including:
- 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
- Additional purchased leave options up to 4 weeks per year
- Banking benefits, insurance discounts and superannuation scheme
- Growth and development – we provide opportunities for development and promote internal mobility
- Recognition - we recognise and reward our star performers
- School holiday subsidy - help you balance work and family during school holiday
- 2 Volunteer days per year
Ko mātou tēnei | Our Organisation
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.
What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!
Tono mai ināianei! | Apply Now!
Apply today with your CV and Cover Letter.
The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.
Mahi tahi tātou, kaha ake tātou | Together Greater
Applications close:
9 August 2025