ITSM Lead

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! 

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  Lead and maintain IT Incident & Problem Management processes, ensuring SLA performance, operational standards, and timely resolutions across all IT resolver groups. 

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  Drive continuous service improvement by identifying recurring issues, coordinating root cause analysis, reducing production incidents, and providing reporting on incident trends and service performance.  

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  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.  

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  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 

• 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. 

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  Recruitment.Foodstuffs@foodstuffs.co.nz.  Accessibility support could include, interview location, sign language interpreter, assistive technology.