ITSM Lead
Foodstuffs North Island
Ko wai mātou – About us
Kia ora. We’re Foodies. You know New World, PAK’nSAVE and Four Square right? That’s us!
With 300+ stores and over 27,000 Foodies across Te Ika-a-Maui, our North Island Co-op has the privilege of helping New Zealanders get more out of life. Locally owned, we reflect the communities we serve, and we celebrate our people - our taonga, every day for being uniquely them.
Our Support Centre is 1,000+ people strong, which includes 300+ IT employees, who all play a vital role in ensuring the cogs of our Co-op stay turning and our systems stay ‘byte’-sized and ‘bug’-free.”.
Te Tūranga – About the role
At Foodstuffs North Island (FSNI), we are customer-focused, high-performing IT team responsible for supporting critical technology services across Foodstuffs North Island stores and distribution centres. As a ITSM Problem and Incident Lead, you’ll play a key part in ensuring operational stability, driving SLA performance, reducing recurring incidents through root cause analysis, and improving overall service delivery outcomes. Ready to make an impact? Let’s build something amazing together!
What you’ll do
Lead and maintain IT Incident & Problem Management processes, ensuring SLA performance, operational standards, and timely resolutions across all IT resolver groups.
Drive continuous service improvement by identifying recurring issues, coordinating root cause analysis, reducing production incidents, and providing reporting on incident trends and service performance.
Partner with internal teams, outsourced Service Desk providers, vendors, and business stakeholders to deliver high-quality customer support and ensure critical IT services meet business expectations.
Support and improve day-to-day ITSM operations through ticket coordination, documentation of ITSM processes, customer feedback management, and collaboration with Store Technology and project teams to deliver business-focused outcomes.
Ngā painga - What we offer
We’re committed to providing awesome experiences for our people, including offering a range of benefits
Free carparking, we’ve got over 1,000 carparks including 36 EV plugs
Onsite café with subsidised meals, mini mart, 5% discount at our retail stores
Flexible working options, a day off on your birthday
Inhouse learning and development courses, flu vaccinations, and social network groups (we call them Tribes)
He kōrero mōu - About you
Proven experience in customer-facing IT support or ITSM environments , with a strong focus on Incident and Problem Management, stakeholder engagement, and delivering high-quality customer service.
Strong hands-on experience with ServiceNow and a solid understanding of IT infrastructure, enterprise technologies, and IT service management best practices.
Knowledge of modern and emerging store technologies, with the ability to support business-critical services across retail or operational environments.
Excellent communication, documentation, and organisational skills , with the ability to work collaboratively across technical teams, vendors, and business stakeholders in a fast-paced environment.
Experience awesome. Achieve awesome. Be awesomely you.
We’re proud to have a focus on Diversity & Inclusion here at Foodies and welcome courageous behaviour, encourage togetherness, inspire our people to be their best selves in our Foodies whānau.
We encourage you to apply with all your awesomeness and welcome your diverse background, including any disability, additional health and mental health needs, and/or neurodiversity.
If you require accessibility support to ensure you can fairly access our recruitment process, please reach out to [email protected] . Accessibility support could include, interview location, sign language interpreter, assistive technology.
Don’t ‘cart’ around – apply now!
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.