Woolworths

• Permanent position based at Christchurch

We are Woolworths Group | Ko Woolworths Tātou 

We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. 

If you’re excited to turn today’s blue sky thinking into a better tomorrow for future generations, you’ll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

What you’ll do | Hei mahi

Your experience will be highly valued for either the Service Operations Specialist role.

For Service Operations Specialist: You will be the vital link ensuring the seamless, reliable, and efficient operation of our infrastructure and systems, driving continuous improvement and exceptional service across Fresh Choice sites.

Thrive in the Whirlwind: This is a high-octane, fast-paced role where no two days are ever the same and priorities can shift at a moment's notice. You will operate within a high-pressure environment, remaining the calm centre of the storm while maintaining peak productivity. Where others see chaos and limited information, you see an opportunity to carve out clarity, driving meaningful, measurable outcomes from ambiguity. 

In this role, you’ll:

• Drive Service Excellence: Lead initiatives to capture, analyse, and prioritise service delivery improvements, ensuring top-tier quality and customer satisfaction.
• Be the Incident & Change Champion: Masterfully manage the lifecycle of incidents and changes, especially those with major impacts.You will systematically analyze recurring support incidents to identify underlying system defects, training gaps, or process failures, initiating proactive steps for permanent resolution., ensuring timely resolution and smooth transitions to business-as-usual (BAU).
• Bridge the Gap: Act as the critical liaison, translating complex business needs into precise technical specifications. You will champion proposed system changes within the support team, ensuring they understand the benefits and can effectively communicate new features or workarounds to users.
• Validate & Deploy: Plan and execute User Acceptance Testing (UAT) for new features or fixes, ensuring solutions meet business requirements and are stable before they hit the store floor.
• Diagnose and Deliver: Apply strong systems analysis skills to deep-dive into root causes, creating robust documentation (use cases, acceptance criteria) to validate and deploy reliable solutions.
• Ensure Operational Resilience: Guarantee system stability by managing infrastructure maintenance, enforcing IT governance, and ensuring robust problem management for critical incidents.
• Hands-On & High-Impact: Utilize your technical acumen to perform hands-on tasks (like staging devices and building servers) and be a reliable member of the on-call roster, delivering results under pressure.

What you’ll bring | Hei koha

You’ll bring a strong combination of strategic thinking, ethical conduct, analytical prowess, the ability to educate others  and demonstrate proficiency in both IT service delivery and relationship management.

To excel in this role, you will ideally possess the following key attributes and experience:

Your Core Capabilities

• Act as an honest, trustworthy, and reliable professional, ensuring all decisions and actions consistently reflect our core company values.
• Demonstrate exceptional skill in building strong customer relationships, communicating complex information clearly, and effectively influencing stakeholders to achieve successful outcomes.
• Maintain a balance between high-level, strategic planning for future success and the courage to adapt quickly, embrace change, and find creative solutions to daily challenges.

Your Experience

• Bring a strong background (2-3 years) in Service Delivery and Support, including foundational knowledge of IT Service Operations frameworks (e.g., ITIL).
• Possess hands-on experience in high-pace environments like Call Centres or Help Desks, with a proven ability to swiftly and effectively diagnose and resolve complex issues.

What you’ll experience | Ngā Huanga

Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

• A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams
• High-impact role supporting our teams who enrich our communities. 
• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.
• A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.
• A progressive and competitive leave policy that gives you more space for what matters to you.  
• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.

Everyone belongs at Woolworths Group | No Woolworths tātou

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.