Value Stream Lead – CarePlan / Support

Join Gallagher’s Global Growth Journey

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day, whether that’s protecting the world’s highest security environments or agricultural businesses, we care deeply about our people, their families, and our wider communities.

Gallagher Security is on a mission to unlock more value for our customers through the power of our people and solutions - and right now is a pivotal moment in our evolution. We’re scaling with intent, driving an incredible growth trajectory with innovation and customer impact at the heart of everything we do. With operations across New Zealand, Australia, Asia, Africa, the USA, Canada, and Europe and exports to over 140 countries we’re building globally focused career pathways right here in New Zealand.

As we expand our Hamilton-based teams, this is your chance to be part of a true Kiwi tech success story making a global impact. If you’re driven by passion and purpose to protect what matters most, come help shape the future of what’s possible with us.

About The Role

This is a senior leadership opportunity to guide the capability, delivery, and quality practices that help Gallagher Security customers succeed through faster issue resolution, more reliable releases, and better product outcomes.

As Value Stream Lead - CarePlan / Support, you’ll lead 4 direct reports and influence a wider group of 22, setting the direction for how release management, field engineering, product quality, and customer insight come together to deliver value at pace and scale.

Working with Portfolio Leads, Value Owners, Architects, Team Leads, Product, Quality, Sales, Global Support, and strategic partners, you’ll shape a support model that is customer-centred, commercially sustainable, and built for continuous improvement.

You’ll Focus On

• Setting the support strategy and linking it clearly to Security and Product priorities
• Leading release management and embedding a quality-before-ship mindset
• Overseeing complex customer issue resolution, escalation pathways, and L3 outcomes
• Using KPIs, customer feedback, and product insights to improve performance and reduce recurring issues
• Exploring practical use of emerging technologies, including AI, automation, analytics, and digital channels
• Growing empowered leaders and creating clarity, trust, and accountability across teams

About You

You’re an experienced engineering or technology leader who can connect strategy, delivery, customer needs, and people leadership in a complex environment.

You’re confident leading through ambiguity, influencing senior stakeholders, and building the conditions for technical leaders and empowered teams to do their best work.

You’ll be based in Hamilton with hybrid working available, spending around three days each week in the office and connecting across global teams as needed.

Ideally, You’ll Bring

• 5+ years’ experience leading engineering teams delivering products, platforms, or major technical capability
• Experience leading technical transformation, modernising delivery practices, release processes, or team structures
• Understanding of software release management and quality practices, or the ability to lead this through experienced specialists
• Strong commercial acumen, customer focus, and confidence using measures such as lead time, cycle time, SLA adherence, and customer feedback
• Proven capability developing people, growing future leaders, and building trust, accountability, and psychological safety
• A collaborative, forward-thinking style with the judgement to simplify complexity and focus effort where it will have the greatest impact

Working at Gallagher

At Gallagher, we believe innovation happens when great people are trusted to do meaningful work. You’ll join a collaborative, forward-thinking environment where continuous improvement is part of how we operate, not just a principle.

You’ll help shape a global function while being connected to our Hamilton hub, with the backing of a growing, purpose-led business.

We Also Offer

• Competitive salary, annual bonus, and KiwiSaver on top
• Flexibility that works around your life, with hybrid options and flexible hours
• On-site subsidised café, free parking, and a great selection of eateries nearby
• Life and disability insurance for added peace of mind
• Staff discounts and perks through the Boost App
• A connected culture with team events, learning sessions, and great coffee

Ready to shape engineering capability, product quality, and customer impact for a global Kiwi tech success story? Apply now. Please note we may close this role early, and applications will be reviewed as they are received.