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Woolworths Supermarkets Logo Woolworths Supermarkets · IT - Administration

Service Operations Specialist

New Zealand, Christchurch · Job Posted June 16, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • Strong background (2-3 years) in Service Delivery and Support, including foundational knowledge of IT Service Operations frameworks (e.g., ITIL)
  • 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 we offer

  • A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home
  • 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
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