Head of Technology - Service, Operations & Infrastructure

Location: Bengaluru

Head of Technology - Service, Operations & Infrastructure India
Lead Service, Operations & Infrastructure for Woolworths Group India
Own operational excellence across Hosting, Service Operations, EUC, Observability and Digital Support
Lead senior managers, strategic partners and a complex multi-partner ecosystem
Opportunity to build and scale a critical technology capability within Woolworths Group India

Woolworths Group India is partnering exclusively with Zinnov Group to recruit for this position.

About the role
We are looking for an accomplished technology services leader to lead Service, Operations & Infrastructure (SOI) for Woolworths Group India. Reporting to the Technology Director - Services, Operations & Infrastructure, you will be the primary India liaison for a broad portfolio spanning Hosting, Delivery, End User Computing & Collaboration, Service Management, Observability, Operations Centre, Digital Support and other SOI capabilities.
This is a senior leadership role combining operational excellence, people leadership, commercial stewardship and global stakeholder partnership. You will work closely with SOI senior executives in Australia and New Zealand and technology leadership in India to deliver reliable, high-performing services while strengthening the India capability as an integrated part of the global SOI organisation.
You will lead 3-8 senior managers and managers, oversee a large organisation and a complex multi-partner ecosystem of approximately 200 people, manage multi-million-dollar technology budgets, and help build the operating capability, culture and talent needed to support Woolworths Group at scale.

What you’ll do
Service, Operations & Infrastructure Leadership
Operational Excellence:  Lead service availability, performance and operational excellence across service operations, hosting, infrastructure, network and related SOI capabilities in coordination with leadership in Australia and New Zealand.
Service Leadership:  Drive operational support capabilities for new and changing services, ensuring scalable, resilient and customer-focused technology operations.
Performance Management:  Align and manage SOI KPIs and OKRs, creating clear accountability for service outcomes and continuous improvement.
Portfolio, Commercial & Partner Management
Portfolio Delivery:  Manage programme and project timelines, requirements, budgets and delivery across the SOI portfolio.
Financial Stewardship:  Manage and maintain a large multi-million-dollar technology budget with strong commercial discipline and focus on value.
Vendor & Partner Management:  Lead complex relationships across multiple strategic vendors, managed service providers and partner organisations across India, Australia and New Zealand.
Global Collaboration & Stakeholder Partnership
Cross-Border Leadership:  Act as the primary India point of contact for SOI, connecting the local organisation with senior technology leaders and service owners across Australia and New Zealand.
Stakeholder Management:  Build trusted relationships with Technology Directors, IT Product & Service Owners, Heads of Technology, India IT leadership, Facilities, People & Culture and strategic partners.
Global Integration:  Strengthen cross-border accountability and ensure the India team operates as an integrated part of the global SOI community.
Organisation & Talent Leadership
Leadership Team:  Lead and develop senior leaders across Hosting, Service Operations, Delivery, Observability, Operations Centre, EUC Support and Digital Support, with additional capabilities expected over time.
Capability Development:  Identify technology and training needs, build workforce capability and create an environment where teams can perform at their best.
Culture & Engagement:  Build a connected, collaborative and inclusive culture, focusing on team engagement, VOT scores, wellbeing and retention.
Transformation, Risk & Continuous Improvement
Transformation:  Lead and support transformation initiatives, encouraging a positive, solutions-focused mindset and continuous improvement across SOI.
Risk & Compliance:  Maintain appropriate oversight of service continuity, operational risk, security, regulatory and contractual obligations.
Emerging Technology:  Monitor relevant technology trends and identify opportunities to improve service delivery, operational effectiveness and customer outcomes.
Key Performance Indicators
Service Reliability:  Strong service availability, performance and operational outcomes across the SOI portfolio.
Operational & Commercial Value:  Delivery of programmes and services within agreed timelines and budgets, with measurable efficiency and value.
Partner Performance:  Effective management of strategic vendors and service partners with clear accountability for service quality.
People & Culture:  High engagement, strong leadership capability, talent retention and successful integration of the India SOI team into the global organisation.

What you’ll bring
Technology Services & Operations…