Service Practice Specialist

Foodstuffs South Island Limited; Papanui-Innes Community; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible working approach

Additional parental leave

Healthcare discounts

Wellbeing tools access

Onsite prayer and privacy room

Staff discounts

Professional development library

Pride inclusive culture

Free car parking and onsite cafe

Job summary

Foodstuffs South Island Limited is seeking a Service Practice Specialist to coordinate, govern, and analyze ITSM processes across multiple functions, applying ITIL guidelines to deliver real value to end users.

You will work with diverse stakeholders to driveChange and Release activities, improve incident trends, and provide meaningful service level insights. An on-call component for Major Incident response is included, with a focus on proactive improvement.

Qualifications

• 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.
• 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 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.

Responsibilities

• Gather information across teams, identify gaps and risks, and turn data into actionable outcomes to support teams.
• Coordinate end-to-end Change and Release activities with robust documentation and risk management.
• Strengthen ITSM maturity by improving knowledge quality, process discipline, and continual improvement initiatives.
• Coordinate and drive structured Major Incident response with clear communication and timely resolution.
• Improve service stability by analysing incident and problem trends, supporting root cause analysis, and ensuring corrective actions are closed.
• Deliver accurate service level reporting and performance insights to support better decision-making.

Skills

ITSM governance

ITIL

Incident management

Change management

Stakeholder engagement

Data analysis

Cross-functional collaboration

On-call coordination

Job description

Select how often (in days) to receive an alert:

Business Unit: Foodstuffs South Island Limited

Job Type: Full time

Job End Date:

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 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.

• A flexible working approach based on trusting and empowering our people to manage their time and deliver results while balancing the needs of their personal lives
• Commitment to equitable outcomes, including additional paid parental leave, free period products and financial health checks to name a few
• Support for your wellbeing with Southern Cross health insurance for you and your family after a qualifying period, discounts at local gyms, access to online wellbeing tools, and a prayer and privacy room onsite
• Access to discounts, deals and everyday savings from a wide range of businesses and supplier partners, helping you and your whānau save on the things that matter most
• Continuous learning and professional growth, as well as access to our extensive online training library and endless opportunities
• We’re proud of our supportive team environment, and our positive and friendly culture that’s made fun by Furry Friend Fridays and monthly social events
• We’re a Pride Pledge organisation, and we are committed to an inclusive workplace where everyone thrives, every day and we celebrate our diversity as strength
• Our Papanui based office has free carparking, an in‑house café

If you have any questions about the role, or experience any issues submitting your application, please email [e-mail]

About us:

We’re a team of 14,000 who make sure South Islanders have access to the groceries and essentials they need. Proudly 100% Kiwi‑owned and operated, our co‑operative has more than 180 PAK’nSAVE, New World, Four Square and On the Spot stores feeding the South Island.

We value being at the heart of our communities, like we’ve always been, to make the South Island a better place – for today and for many generations to come. From sunny Golden Bay all the way to Stewart Island, there’s a Foodstuffs store serving you and your whānau.

Our success is down to our people who bring their skills, experience, passion, and expertise to make Foodies an amazing and rewarding place to work. Our co‑op has a wide variety of roles to offer, and endless opportunities for development.