Head of Services & End User Compute

Company overview

The Warehouse Group is a well-known New Zealand retailer with a major presence across The Warehouse, Warehouse Stationery, and Noel Leeming. The business is focused on becoming more brand-led and delivering a stronger customer experience, with collaboration, agility, and the right people in the right roles sitting at the centre of its way of working.

Role summary

This position is a senior technology leadership opportunity responsible for keeping core technology services dependable, secure, and customer-focused across stores and corporate teams. The role also helps shape the future of service delivery, including automation and the development of End User Compute capability across the Group.

Reporting to the Head of Technology Customer Platforms, you will oversee a high-performing team spanning Service Delivery and End User Compute, with accountability for the end-to-end service performance experienced by the business.

The role combines operational leadership, commercial judgement, relationship management, and service improvement. You may be responding to major incidents, working with vendors, reviewing performance data, improving operating models, or supporting strategic partnerships with onshore and offshore providers.

Key responsibilities

• Lead the Service Delivery and End User Compute teams across the organisation.
• Raise the maturity of IT service management across incident, problem, change, and major incident workflows.
• Maintain reliable, secure, and scalable end-user technology experiences for stores and support offices.
• Own peak trading preparedness and major incident coordination.
• Work closely with Store Operations and other Technology groups to reduce disruption and downtime.
• Drive service modernisation through automation, proactive support, and self-service capabilities.
• Manage strategic vendors, service partners, and offshore delivery arrangements.
• Oversee service and EUC budgets, commercial outcomes, and procurement activity.
• Develop leadership strength, accountability, and a culture of continuous improvement within the team.

What the ideal candidate brings

• 8 to 10+ years of experience in Service Management or Service Delivery leadership.
• A track record of working with vendors, partners, and offshore delivery models.
• Strong experience in procurement and commercial management.
• Background leading End User Compute and Service Desk operations at scale.
• Solid knowledge of ITIL and operational service management practices.
• Experience in large, distributed, customer-facing environments.
• The ability to remain calm and decisive during incidents and periods of change.
• A continuous improvement approach with the ability to balance strategy and execution.

Additional information

Experience in retail, high-availability, or large multi-site environments will be considered an advantage.

This is a high-impact opportunity to help shape how technology services are delivered across a complex retail business at scale. The team is described as fun, dynamic, and highly collaborative, with strong variety in the work and visible business impact.

Applicants who are passionate about resilient service delivery, high-performing teams, and the future of technology operations are encouraged to consider this opportunity.

Work environment

This is a full-time, onsite role based in Auckland, New Zealand.