General Manager, Technology Operations

The opportunity

As part of our continued investment in our Technology function, we have a brand-new opportunity to join our team in a newly created role. As the General Manager Technology Operations reporting directly to our Chief Technology Officer this senior role oversees a team of approximately 28 technology professionals working in infrastructure services, service management, and site deployment, supporting over 7,000 team members in 350+ locations.

What you will lead

• You will define and execute the technology operations strategy aligned with GPWC's growth ambitions across retail and healthcare
• Champion the "zero touch" service transformation, implementing AIOps, predictive analytics, automation, and proactive problem management
• Champion continuous improvement and innovation, regularly evaluating emerging technologies (AI, automation, edge computing) for operational enhancement
• Build strategic partnerships with key technology vendors, managed service providers, and offshore delivery partners
• You will build a capable, engaged operations team, whilst coaching and inspiring a blended onshore and offshore employee group
• You will coach leaders and develop talent while promoting a culture of service excellence
• You will lead operational transformation whilst remaining actively engaged in infrastructure and operational problem-solving as required
• You will lead a team with empathy and purpose, whilst encouraging ownership and continuous improvement
• Ensure operational excellence, setting standards for service desk, infrastructure and deployment
• Deliver consistent support for retail and clinical sites and scale technology for new locations

What you will do

• Serve as a member of the IT SLT and GX SLT, contributing to enterprise technology strategy and business transformation initiatives
• Optimize the onshore/offshore delivery model to balance cost, quality, and service levels
• Foster a culture of service excellence, accountability, innovation, and continuous learning
• Establish clear roles, responsibilities, and performance metrics that motivate exemplary delivery
• Manage complex vendor relationships including MSPs, offshore partners, and technology providers
• Represent technology operations at executive forums, board meetings, and industry events
• Set and uphold a standard of operational excellence for enterprise infrastructure services supporting a predominantly Azure-hosted and SaaS application estate across 350+ geographically diverse locations.
• Establish and maintain fit-for-purpose service level frameworks, balancing business expectations, cost efficiency, resilience, and operational sustainability.
• Drive the strategic maturity of the ServiceNow ITSM platform, championing self-service, automation, and predictive capabilities to materially improve service outcomes, user experience, and operational efficiency.

• Provide architectural and operational leadership over enterprise networking capabilities—including software-defined access (SDA), WAN, LAN, wireless, telephony, and related services—ensuring secure, resilient, and high-performance connectivity across all retail and clinical environments, with disciplined change and deployment governance.

About you:

You’re a results‑driven technology leader who thrives at the intersection of strategy, people leadership, and execution. You build trusted relationships across complex stakeholder groups, enjoy solving real business problems, and are comfortable rolling up your sleeves to unblock issues or drive critical outcomes when needed.

• 12+ years in technology operations, infrastructure, or service delivery roles, with at least 5 years in senior technology leadership positions
• Proven track record managing large-scale operations supporting 5,000+ users across 300+ locations nationally
• Extensive experience managing large-scale telecommunications providers and application service partners, ensuring performance, accountability, and alignment with enterprise architecture and service objectives.
• Proven success delivering complex, large-scale technology change across multi-site enterprises while minimising operational disruption and maintaining service continuity.
• Demonstrated deep expertise in Microsoft enterprise platforms, including Azure architecture, Microsoft 365 services, identity and access models, licensing constructs, and integration patterns across enterprise systems.
• Deep experience in retail technology operations including POS systems, store networks and multi-site infrastructure
• Hands on experience with ServiceNow or similar ITSM platforms (such as FreshService, Cherwell)
• A strong track record of coaching, developing, and leading teams, creating a culture of accountability, ownership, and continuous improvement
• Deep understanding of ITIL frameworks and modern service delivery best practices. Knowledge of modern service delivery models including DevOps, SRE, AIOps, and automation
• Experience with monitoring and observability tools (SolarWinds, Splunk, Datadog or similar)
• Experience with predictive analytics, AI-powered monitoring, and proactive service management
• Familiarity with healthcare/clinical technology requirements and compliance standards (highly desirable)
• Knowledge of business continuity, disaster recovery, and security frameworks
• Ability to collaborate effectively with cyber security teams to integrate security practices into operational processes

This is a pivotal leadership role where you’ll shape the future of technology operations, grow capable leaders, balance transformation with operational excellence, and have a real impact across a national footprint, influence meaningful business outcomes and help build capability across a purpose-led organisation that exists to make the world a happier place through the love of pets.

If you’re a technology leader who develops people, owns outcomes, and believes great technology operations start with great teams we’d love to talk. To learn more or express your interest, please email Belinda Krezo at belinda.krezo@gxltd.com.au

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