Service Practice Specialist

Foodstuffs South Island; Canterbury; On-site; NZD 90,000 - 120,000; Full time

Job summary

Foodstuffs South Island is seeking a Service Practice Specialist to coordinate ITSM processes across the business, applying ITIL guidelines to deliver real value to end users.

You will work with cross-functional teams to drive change and release governance, analyze incidents and trends, and produce actionable insights and performance reporting. The role includes an on-call rotation for Major Incident Response.

Qualifications

• ItSM knowledge and ITIL guidelines applied across the business.
• Strong ability to analyse incidents, changes and trends.
• Proven stakeholder engagement and cross-functional collaboration.

Responsibilities

• Coordinate end-to-end Change and Release activities with robust documentation.
• Identify gaps and risks and turn data into actionable outcomes.
• Improve ITSM practice maturity and reinforce process discipline.
• Drive structured Major Incident response with timely resolution.
• Deliver service level reporting and insights to support decisions.

Skills

ITIL

Stakeholder engagement

Incident management

Data analysis

Job description

About the team:

Our End User Operations function underpins how people across the cooperative get their work done every day. Our priorities are clear: elevate the end-user experience, modernise devices and collaboration, and strengthen operational performance. We look out for each other, and work together to solve problems, improve services, and keep things moving - especially when things are busy or incidents are urgent.

Join us as we build a more proactive, automated, and resilient environment that connects systems and enables our teams to keep feeding the South.

About the role:

As a Service Practice Specialist, you'll play a key part in the coordination, governance and analysis of our processes and practices across multiple functions, ensuring ITSM practices are applied across the business and actually deliver value to the end user.

You'll work cross-functionally with a range of different stakeholders, coordinating multiple workstreams and ensuring actions actually happen so that ideas come to fruition. You’ll identify gaps and improvement opportunities and shape them into outcomes, analyse incidents, changes and trends and turn the findings into insights and recommendations using ITIL guidelines.

You'll also:

• Work with teams across the business to gather information, identify gaps and risks and turn that data into actionable outcomes to support teams
• Coordinate end-to-end Change and Release activities, ensuring robust documentation, risk management, and forward planning are consistently applied
• Strengthen ITSM practice maturity by improving knowledge quality, reinforcing process discipline, and progressing continual improvement initiatives
• Coordinate and drive structured Major Incident response, ensuring clear communication, disciplined process, and timely resolution
• Improve service stability by analysing incident and problem trends, supporting root cause analysis, and ensuring corrective actions are implemented and closed
• Deliver accurate, meaningful service level reporting and performance insights to improve transparency and support better decision-making

This role includes an on-call factor for Major Incident Response – working on-call one in every five weeks.

About you:

You might already be a Business Analyst, Project Coordinator, Account Manager or similar - the important thing is that you are someone who enjoys working with people to understand how services operate, why things break, where inefficiencies exist and how to create action plans to improve them.

You like to keep across multiple actions ensuring things don't fall through the cracks and coordinating those activities across a variety of streams. Reviewing and analysing trends and then telling a story based on that information comes naturally to you.

You'll balance strong problem solving and analytical skills with customer support and stakeholder engagement to ensure you can get the information you need but also have the influence to drive governance and ensure ideas become reality. You're able to understand and talk technical and be able to translate that for non-technical audiences.

You're curious, you love asking questions, you're a fast learner who is detail focused, organised and enjoys working with people to achieve great outcomes and help our teams continually improve. Basically, you get satisfaction from making complex things runs smoothly.

Don't Meet Every Requirement? We encourage you to apply anyway. We are looking for individuals with diverse experiences and are keen to hear from those who believe they have the drive and potential to succeed in this role.