Service & Modern Workplace Lead

The Warehouse Group; Kaipātiki; Hybrid; NZD 120,000 - 170,000; Full time

Job summary

The Warehouse Group is seeking a Service & Modern Workplace Lead to drive workplace technology services and supplier governance across our modern workplace environment. You will own service outcomes, oversee MSP-delivered operations, and partner with stakeholders to improve employee technology experiences.

Reporting to IT leadership, you will guide continuous improvement, governance, and incident/problem management while avoiding hands-on platform engineering.

Qualifications

• 5+ years’ experience in IT Service Management, End User Compute, or digital workplace roles.
• Proven ability to turn strategy into delivery plans and measurable outcomes.
• Strong knowledge of ITIL practices and service improvement frameworks.
• Experience managing outsourced service providers and supplier performance.
• Expertise in asset management and technology lifecycle governance.
• Excellent stakeholder management and communication skills.
• Strong understanding of MDM and MAM concepts.
• Experience with endpoint/mobile management platforms (Intune, Endpoint Central, JAMF or equivalent).
• Experience with Microsoft 365 and modern workplace technologies.
• Relevant tertiary qualification and/or ITIL certification preferred.

Responsibilities

• Own service outcomes across workplace technology and MSP governance.
• Govern service delivery and drive operational improvements.
• Oversee endpoint services, MDM, MAM, device lifecycle management.
• Lead oversight of MSP Service Management Office practices (Major Incident, Incident, Problem, reporting, CSI).

Skills

ITIL expertise

Stakeholder management

Leadership

Strategic delivery

Vendor management

End user computing

MDM/MAM concepts

Service ownership

Education

Bachelor's degree or equivalent in IT/related

ITIL certification

Tools

Microsoft Intune

Endpoint Central

JAMF

Microsoft 365

Job description

The Warehouse Group (TWG) is a well-known Kiwi brand, proudly recognized for the role we play in communities throughout New Zealand. We are the largest general merchandise retailer in NZ, with over $3 billion in sales and employing over 12,000 people across The Warehouse, Warehouse Stationery, and Noel Leeming.

Help shape the modern technology experience at The Warehouse Group. As we continue to evolve our technology landscape, we're looking for an experienced Service & Modern Workplace Lead to improve and lead the workplace technology services our people rely on every day.

This role sits within our Group Technology Solutions & Engineering team and focuses on service leadership, supplier governance and continuous improvement across workplace technology and service management practices delivered by our Managed Service Provider.

Job Description

You are a passionate technology leader who enjoys building high-performing teams, driving digital innovation, and delivering exceptional customer experiences through modern technology solutions

Reporting to the Head of Services & End User Compute, you'll work alongside senior business stakeholders, technology partners and service providers to deliver a modern, seamless employee experience across our workplace technology environment.

Rather than leading an internal team, your success will come through owning service outcomes, building effective supplier relationships and ensuring the outsourced services our people rely on are delivered consistently. You'll govern service delivery, lead operational improvements and work with others to strengthen the workplace technology experience.

Across endpoint management, mobile device services, workplace applications, collaboration platforms and device lifecycle, you’ll oversee the services that keep our people connected, productive and supported. You’ll also lead oversight of MSP-delivered Service Management Office practices, including Major Incident Management, Incident Management, Problem Management, service reporting and continual service improvement.

This role is not intended to be a hands-on platform engineering, configuration or senior architecture role. The focus is on service ownership, supplier governance, operational leadership, process maturity and continuous improvement across endpoint services, MDM, MAM, device lifecycle, service management and employee experience.

Qualifications

This role is ideal for a technology professional with mature ITIL and deep expertise across and endpoint services, coupled with proven experience managing large-scale outsourced technology services

You will also bring the following to the role:

• 5+ years’ experience in IT Service Management, End User Compute, endpoint management, mobile device services or digital workplace roles
• Proven ability to turn strategy into delivery plans and measurable outcomes
• Strong knowledge of ITIL practices and service improvement frameworks
• Experience managing outsourced service providers and supplier performance
• Expertise in asset management and technology lifecycle governance
• Excellent stakeholder management and communication skills
• Strong understanding of MDM and MAM concepts, including device enrolment, compliance, application protection, mobile lifecycle and endpoint governance
• Experience with endpoint and mobile management platforms such as Microsoft Intune, Endpoint Central, JAMF or equivalent tooling
• Experience with Microsoft 365 and modern workplace technologies
• Relevant tertiary qualification and/or ITIL certification preferred

Additional Information

We're looking for someone who combines strong technical capability with commercial awareness and a genuine passion for improving the employee technology experience. You'll bring proven experience working within modern workplace, end-user computing or digital workplace environments, along with a track record of managing outsourced technology services and building productive relationships with service providers.

Most importantly, you'll be someone who enjoys driving positive change, solving complex service challenges and finding smarter ways to deliver technology that enables people to thrive.

Why join us? This is Warehouse Country! We offer a dynamic, supportive team environment within a business that values and recognizes individuals. We’re based on Auckland’s North Shore, with easy access to public transport and free parking, including an on site Cafe and Gym. When you join us, you will also enjoy discounts across most of our brands and a range of great team member benefits.

Our teams balance a hybrid working approach (4 days on - site with the 5th day WFH)