Service Assurance Lead

4 weeks ago

Auckland, Auckland, New Zealand Warehouse Group Full time
Company Description

Welcome to Our Community

The Warehouse Group (TWG) is a well-known name in New Zealand, playing an important role in communities nationwide. As the leading general merchandise retailer in NZ with over $3 billion in sales, we employ over 12,000 individuals across The Warehouse, Warehouse Stationery, Noel Leeming, and more.

We are dedicated to transforming our business significantly, aiming to make sustainable living accessible and affordable for all. While we've made progress, we're taking it a step further by prioritizing sustainability, reducing our impact for our families, New Zealand, and the planet.

To swiftly adapt to evolving customer demands, we operate with an agile structure focusing on collaboration, productivity, and speed-to-market.

Job Description

Join us as the Service Assurance Lead, a crucial role in safeguarding The Warehouse Group's IT operations. You'll play a multi-faceted part as a Change Champion, Major Incident Management Expert, Problem Management Specialist, and Policy and Process Leader all rolled into one.

  1. Change Champion: Spearhead the Change Governance board, ensuring meticulous vetting of all IT changes, maintaining processes, policies, and documentation to minimize disruptions during implementation.
  2. Major Incident Management Expert: Oversee the Major Incident Management service, ensuring swift and effective responses to critical service outages to reduce business impact.
  3. Problem Management Specialist: Take charge of the problem management lifecycle by identifying incident root causes proactively and implementing preventative solutions. Collaborate with Service Delivery Managers to streamline problem management practices.
  4. Policy and Process Leader: Develop, communicate, and maintain policies and processes related to change, incident, and problem management.

Collaborate with Service Delivery Managers to implement efficient ITSM practices for streamlined teams, training and developing frameworks for continuous improvement while focusing on governance and maturity.

Key Emphasis on Collaboration:

Aside from core duties, cultivate relationships with stakeholders from internal Tribes and Chapter Areas. Act as a liaison with external vendors for seamless service delivery.

  1. Collaborative Spirit: Thrive in a collaborative environment, building strong relationships with key stakeholders in Operations, Development, and Security teams.
  2. Vendor Liaison: Bridge communication between The Warehouse Group and external vendors for effective collaboration.
  3. Hands-on Change Management: Apart from oversight, engage in change management activities for smooth transitions.
  4. Change Management Expertise: Demonstrate a profound understanding of change management methodologies, conducting impact assessments and clear communication plans.
Qualifications

We seek an individual who:

  • Has at least 5 years of experience in Service Assurance or similar IT operations roles.
  • Demonstrates a strong grasp of IT change, incident, and problem management methodologies (familiarity with ITIL framework beneficial).
  • Shows a track record in developing and implementing effective policies and processes.
  • Exhibits excellent communication and interpersonal skills, capable of building relationships at all levels.
  • Thrives in fast-paced environments with exceptional problem-solving abilities.
Additional Information

Why Choose Us:

Our team enjoys a mix of remote and office work, typically working two days a week from home. Located in North Shore with waterfront views and free parking, we offer a supportive environment within a business dedicated to the well-being of New Zealand's people, communities, and environment.

If you have the skills and passion to contribute to our vision, we'd be thrilled to connect with you.

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