Company DescriptionGreencross Pet Wellness Company is Australia's leading pet care network, bringing together Petbarn, Greencross Vets, Animal Emergency Hospitals and other specialist pet services.
Our purpose is to make the world a happier place through the love of pets, and we are building a high-performing, caring and customer-focused culture where our people can thrive.Job DescriptionThe opportunityAs 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 leadYou will define and execute the technology operations strategy aligned with GPWC's growth ambitions across retail and healthcareChampion the "zero touch" service transformation, implementing AIOps, predictive analytics, automation, and proactive problem managementChampion continuous improvement and innovation, regularly evaluating emerging technologies (AI, automation, edge computing) for operational enhancementBuild strategic partnerships with key technology vendors, managed service providers, and offshore delivery partnersYou will build a capable, engaged operations team, whilst coaching and inspiring a blended onshore and offshore employee groupYou will coach leaders and develop talent while promoting a culture of service excellenceYou will lead operational transformation whilst remaining actively engaged in infrastructure and operational problem-solving as requiredYou will lead a team with empathy and purpose, whilst encouraging ownership and continuous improvementEnsure operational excellence, setting standards for service desk, infrastructure and deploymentDeliver consistent support for retail and clinical sites and scale technology for new locationsWhat you will doServe as a member of the IT SLT and GX SLT, contributing to enterprise technology strategy and business transformation initiativesOptimize the onshore/offshore delivery model to balance cost, quality, and service levelsFoster a culture of service excellence,



accountability, innovation, and continuous learningEstablish clear roles, responsibilities, and performance metrics that motivate exemplary deliveryManage complex vendor relationships including MSPs, offshore partners, and technology providersRepresent technology operations at executive forums, board meetings, and industry eventsSet 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.QualificationsAbout 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 positionsProven track record managing large-scale operations supporting 5,000+ users across 300+ locations nationallyExtensive 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 infrastructureHands 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 improvementDeep understanding of ITIL frameworks and modern service delivery best practices.
Knowledge of modern service delivery models including DevOps, SRE, AIOps, and automationExperience with monitoring and observability tools (SolarWinds, Splunk, Datadog or similar)Experience with predictive analytics, AI-powered monitoring, and proactive service managementFamiliarity with healthcare/clinical technology requirements and compliance standards (highly desirable)Knowledge of business continuity, disaster recovery, and security frameworksAbility to collaborate effectively with cyber security teams to integrate security practices into operational processesAdditional Information 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 excellent teams we'd love to talk.
To learn more or express your interest, please email Belinda Krezo at (email protected)#gpwc

📌 General Manager, Technology Operations (Sydney)
🏢 Greencross Pet Wellness
📍 Sydney