Senior IT Service Manager

We're looking for a Senior IT Service Manager who will be accountable for delivering safe, reliable, and cost-effective IT services across WHSmith Australia’s retail estate, including airport, and hospital locations.

Acting as a senior operational leader within the WHSmith Group technology framework, this role ensures technology enables trading, protects revenue, and supports colleagues to deliver for customers.

What you’ll be doing:

• Customer & Trading First
  • Ensure POS, payments, applications and store/support office connectivity are highly available during trading/operational hours
  • Lead rapid recovery from incidents impacting stores, airports, or hospitals or support office
• Operational Excellence
  • Own end-to-end IT service delivery aligned to WHSmith Group standards
  • Apply disciplined incident, problem, and change management
  • Use insight and data to drive continuous service improvement
• Leadership & People
  • Lead a small, high-performing IT operations team
  • Set clear objectives and expectations aligned to Group priorities
  • Coach colleagues and suppliers to deliver agreed outcomes
  • Ensure no single point sensitivity within IT Operations
  • Communicates technology issues in commercial and operational terms, not technical jargon
• Commercial & Risk Accountability
  • Manages supplier contracts & performance, and holds suppliers accountable to SlAs and commercial outcomes, not just technical delivery
  • Partners with Finance on operational IT budgets
  • Balance cost, resilience, and risk in technology decisions
  • Ensure appropriate security, compliance, and audit readiness
• Stakeholder & Group Alignment
  • Act as the senior IT contact for the Australian business
  • Work within WHSmith Group governance, architecture, and security models
  • Communicate clearly with Group IT and Australian leadership teams

What we’re looking for someone who:

• Has a relevant Degree
• Understands complex IT environments, in-depth knowledge of the applications space
• Demonstrates collaboration, service excellence, ownership of customer issues and a culture of continuous improvement
• Has knowledge of Retail applications, SAAS applications & infrastructure, databases and systems
• Has the ability to operate in a complex, time critical and constantly evolving environment
• Has the ability to understand business requirements and how they translate into IT Service Management needs
• Has experience with budget oversight and forecasting as well as invoice approval in line with delegation
• Is confident in partnering and influencing senior leadership

How we reward our teams:

• Competitive salary and benefits
• Hybrid working (3 days in our Woolloomooloo office)
• Flexible Working
• 4pm Friday Finish (For our Support Office teams)
• Enjoy a paid day off to celebrate your birthday! (For our Support Office teams)
• Strong commitment to development and internal progression
• A culture and workplace that values wellbeing, inclusion and personal growth
• Annual Bonus based on company and personal performance
• Access to 24/7 wellbeing support through our confidential Employee Assistance Program (EAP). 
• Generous employee discounts across a range of our products and with our retail partners. 

About us:

WHSmith is an iconic British retailer with proud Australian operations, at the heart of travel, offering books, news, and essentials, designed for life on the move. Our diverse retail brands include WHSmith Retail, InMotion, Kids Stop and The Book Cellar, each dedicated to delivering exceptional customer experiences.

Our stores are located in some of Australia’s busiest airports & Hospitals, providing a dynamic and fast paced work environment that is perfect for a driven individual who thrives on a challenge and is ready to kick start their career.

Our Commitment to Diversity and Inclusion

WHSmith is an equal opportunity employer and considers all applicants for employment. We recognise the importance of equity in all that we do, as well as promoting a culture of inclusion through our policies, procedures and working practices. If you have any support requirements, we encourage you to advise us at the time of your application, so we can assist you appropriately during the recruitment process.

Value our People, Drive for Results, Customer Focus & Accountability.