Do you thrive in fast-paced environments where operational excellence, technology transformation, and customer experience all come together? This is an opportunity to lead a critical function at the heart of how technology enables one of New Zealand’s largest retail environments to perform at scale. 

The Warehouse Group (TWG) has become a Kiwi household name, and we proudly recognise the role that we play in communities throughout New Zealand. We are the largest general merchandise retailer in NZ across The Warehouse, Warehouse Stationery & Noel Leeming. We are at an exciting point in our journey where our focus is on becoming brand centric, aiming to deliver an unparalleled experience for our customers. Agility and collaboration are cornerstones of our work culture, empowering us to adapt swiftly and work seamlessly together. By being brand-led and retail-focused, we are intentional about placing the right people in the right roles, allowing us to perform work that truly makes a difference.  

This is far more than a traditional operational leadership role. You’ll be responsible for ensuring reliable, resilient, and customer-centred technology services across our stores and corporate teams, while also driving the evolution of modern service delivery, automation, and End User Compute capability across the Group. 

Reporting to the Head of Technology Customer Platforms, you’ll lead a high-performing team across Service Delivery and End User Compute, with accountability for the end-to-end performance of technology services experienced across the business. 

You’ll balance operational stability with continuous improvement, ensuring services are reliable during peak retail periods while also helping evolve how technology support is delivered into the future. 

This role blends technology leadership, commercial thinking, relationship management, and operational excellence. One moment you’ll be leading a major incident response, the next you’ll be partnering with vendors, driving service improvements, reviewing performance insights, or shaping future operating models. 

You’ll also play a key role in strengthening partnerships with strategic and offshore providers, ensuring delivery outcomes remain aligned to business expectations and customer experience. 

What you’ll be responsible for 

• Leading Service Delivery and End User Compute functions across the Group  

• Driving IT service management maturity across Incident, Problem, Change, and Major Incident processes  

• Ensuring reliable, secure, and scalable end-user technology experiences across stores and support offices  

• Leading peak trading readiness and major incident management  

• Partnering closely with Store Operations and wider Technology teams to minimise disruption and downtime  

• Driving service transformation initiatives including automation, proactive support, and self-service capability  

• Managing strategic vendors, service partners, and offshore delivery relationships  

• Owning service and EUC budgets, commercial outcomes, and procurement engagement  

• Building strong leadership capability, accountability, and continuous improvement culture across the team 

We’re looking for a confident and pragmatic technology leader who knows how to operate effectively in large, complex environments and can bring people together to deliver outcomes. 

You’ll bring: 

• 8 to 10+ years’ experience in Service Management or Service Delivery leadership  

• Proven experience working with vendors, partners, and offshore delivery models  

• Strong procurement and commercial management experience  

• Experience leading End User Compute and Service Desk functions at scale  

• A strong understanding of ITIL and operational service management practices  

• Experience within large, distributed, customer-facing environments  

• The ability to lead calmly and decisively through operational incidents and change  

• A continuous improvement mindset with the ability to balance strategy and execution  

Experience within retail, high-availability, or large multi-site environments will be highly regarded. 

This is a genuinely exciting opportunity to influence how technology services are delivered across a complex retail environment at scale. 

You’ll be joining a fun, dynamic, and highly collaborative team. There’s plenty of challenge, lots of variety, and real opportunity to make a visible impact across the business. 

If you’re passionate about building resilient services, leading high-performing teams, and shaping the future of technology operations, we’d love to hear from you.