Job Description

Head of Technology Operations

At MECCA, technology operations are critical to how the business runs day to day. When working well, technology is stable, responsive, and largely invisible to the teams who rely on it.

Our Core Technology team brings together Domain, Platform, and Technology Operations capabilities to deliver and run MECCA’s technology ecosystem. Domain teams are responsible for business-facing systems across areas such as Retail, Supply Chain, Merchandise, Finance, and People, while Platform teams provide the underlying technology capabilities including infrastructure, security, and core services. Technology Operations ensures these services are stable, responsive, and effectively support the day-to-day running of the business across both Technology and Digital.

As Head of Technology Operations, you will lead the strategy, execution, and continuous evolution of MECCA’s technology operations. You will be accountable for the performance, resilience, and cost-effectiveness of Technology Operations, including end-user computing, service delivery, and operational service performance across business-critical environments supporting MECCA’s business across Retail, Distribution Centre, Omnichannel, and Support Centre functions.

This permanent role plays a critical leadership position within Core Technology operating as a senior leader alongside Domain and Platform Leads. You will partner closely with business leaders, translate operational performance and risks into insight and recommendations, and represent Technology Operations in senior and executive forums.

The Role You Could Play:

• Lead and evolve Technology Operations across MECCA, ensuring services are stable, scalable, and aligned to business priorities

• Drive operational excellence across Service Desk, Level 2 support, workplace technology, incident, problem, and service management

• Partner with Technology, Digital, Data & Analytics, and business leaders to improve service performance and support strategic initiatives

• Oversee operational tooling, automation, and workplace technology capabilities to enhance efficiency and end-user experience

• Manage service performance, SLAs, operational reporting, vendor relationships, budgets, and commercial outcomes

• Ensure operational resilience and readiness across major incidents and peak trading periods

• Build and develop high-performing teams, fostering a culture of accountability, collaboration, continuous improvement, and customer focus across Technology Operations

What You Will Bring:

• Significant experience leading Technology Operations within complex, business-critical environments, with a strong background across service delivery, Service Desk, and operations functions

• Proven success transforming operational teams into high-performing, efficient functions through operating model uplift, process optimization, automation, and continuous improvement initiatives

• Demonstrated experience driving operational maturity, improving service reliability, and creating scalable support models, maximising opportunities for proactive identification, management and first touch resolution.

• Experience leading multi-layered operational teams across Service Desk, Level 2, and workplace technology, while developing team capability and fostering a strong, collaborative culture

• Strong strategic thinking with the ability to challenge existing ways of working, define a clear operational vision, and execute meaningful transformation outcomes

• Excellent stakeholder management and communication skills, with confidence managing competing priorities and navigating complex conversations across technology and business leadership teams

• Experience managing operational budgets, vendor performance, commercial outcomes, and service performance metrics

• Ability to translate operational insights, risks, and recurring issues into actionable improvements and measurable outcomes

• Experience within retail, distribution, omnichannel, or similarly customer-centric environments is highly regarded

• ITIL certification required, with tertiary qualifications in Technology, Information Systems, or related disciplines preferred

Your Life At MECCA

Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!

Some of our other team member benefits include:

• Professional development programs and first-class digitised learning offering

• Health and well-being initiatives

• Reward and recognition programs

• Access to bonus and incentive programs

• Access to quarterly product allowance

• Generous discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy.

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.

To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit http://www.mecca.com.au/careerswww.mecca.com.au/careers