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.
The Warehouse Group (TWG) is a New Zealand success story, founded by Sir Stephen Tindall and evolved from a single The Warehouse store to become one of the largest retailing groups in New Zealand with $3 billion in sales. TWG consists of three core retail brands: The Warehouse, Warehouse Stationery, and Noel Leeming. We have over 180 retail stores, online stores as well as distribution centres throughout New Zealand. We also have two overseas sourcing offices located in China and India. We are a people-centred business with more than 10,000 team employees across our locations.
TWG is known for being Here for Good - it’s who we are and what keeps us focused to succeed. It represents our commitment to better living for all New Zealanders, through sustainable retail products and practices and the mission of contributing to the long-lasting health of our planet.
Over the years, we’ve raised over 50 million dollars for New Zealand communities and have contributed to countless community-focussed initiatives. We were the first company in New Zealand to add a Shielded Site link to the Women's Refuge website to help protect those experiencing family violence, and were a key supporter of the Government’s Family Violence Victims’ Protection Bill. We were New Zealand’s first large company and the third major retailer in the world to go carbon neutral.
While we are 40+ years old as a business, in many ways we feel we’re just getting started.
