Service Operations Specialist

Role overview

This is a permanent role located in Christchurch, supporting Fresh Choice sites through reliable infrastructure and system operations. The position sits in a fast-moving environment where priorities can change quickly, and success depends on staying composed, organised, and solution-focused while turning uncertainty into practical outcomes.

About Woolworths Group

Woolworths Group is a large, purpose-led business driven by the idea of creating better experiences together for a better tomorrow. The organisation values fresh thinking, bold action, and continuous improvement to meet the food and everyday needs of millions of customers each week. It offers a collaborative, inclusive workplace that reflects the communities it serves, along with a flexible culture and opportunities to build a meaningful career.

What the role involves

• Lead service improvement efforts by gathering, reviewing, and prioritising opportunities to strengthen delivery quality and customer satisfaction.
• Manage incidents and changes end to end, including major-impact issues, while investigating repeated problems to uncover system defects, training needs, or process breakdowns and drive lasting fixes.
• Work as the key link between business stakeholders and technical teams by translating business needs into clear technical requirements and helping the support team understand changes and workarounds.
• Plan and run user acceptance testing for new functionality or fixes to confirm that solutions meet business expectations before release.
• Use strong systems analysis skills to identify root causes and create documentation such as use cases and acceptance criteria to support reliable delivery.
• Maintain operational resilience by overseeing infrastructure maintenance, supporting IT governance, and managing problem resolution for critical incidents.
• Carry out practical technical tasks such as staging devices and building servers, and contribute to the on-call roster when needed.

What you should bring

• At least 2 to 3 years of experience in service delivery and support, with working knowledge of IT service operations frameworks such as ITIL.
• Practical experience in busy environments such as call centres or help desks, with the ability to quickly assess and resolve complex issues.
• Strong relationship-building skills and the ability to explain complex information clearly to different audiences.
• Sound judgement, integrity, and a consistent approach that reflects organisational values.
• A balance of strategic thinking and adaptability, with confidence in finding creative solutions when priorities shift.
• Capability to educate others and influence stakeholders toward successful outcomes.

Working environment and benefits

• Hybrid working arrangement that combines time at a support office or hub with work from home.
• A high-impact position supporting teams that contribute to local communities.
• Exposure to a large global business with broad career opportunities across many functions.
• Access to wellbeing support, including 24/7 access to the Sonder app.
• A competitive leave policy designed to give you more time for what matters.
• Team discounts across Woolworths Group brands and a rewards program that recognises purpose-driven work.

Inclusion and adjustments

Woolworths Group is committed to diversity, equity, inclusion, and belonging. The company encourages applications from all candidates and welcomes requests for support or adjustments during the hiring process.

Additional information

This is a permanent appointment based in Christchurch. The role is described as highly dynamic and demanding, with the expectation that the successful person will remain calm under pressure and deliver measurable outcomes in a changing environment.