Infrastructure & Service Delivery Lead

Infrastructure & Service Delivery Lead

Lead IT service delivery and infrastructure operations across one of Australia's leading footwear retailers.

At Spendless Shoes, we're proud to be one of Australia's leading footwear retailers, with 203 stores nationally and over 1,100 team members.

As part of The Shoe Group, we're continuing to strengthen our technology capabilities to support our stores, people and business operations.

We're looking for an experienced and proactive Infrastructure & Service Delivery Lead to take ownership of our day-to-day IT infrastructure and support services, lead our IT Support team and ensure our technology delivers a reliable experience across the business.

This is an opportunity for someone who enjoys being hands-on, solving problems, developing people and driving improvements in a fast-paced, multi-site retail environment.

About the Role
Reporting to the ICT Manager, you'll be responsible for leading the day-to-day delivery of IT support and infrastructure operations across our national retail network and Adelaide Support Centre.

You'll oversee our IT Support Analysts, manage service delivery performance, coordinate infrastructure operations and ensure incidents and technical challenges are addressed effectively.

Working closely with the ICT Manager, internal stakeholders, external technology partners and the applications team, you'll play a key role in improving service reliability, strengthening operational processes and delivering technology improvements.

What You'll Be Doing

• Lead and develop the IT Support team, providing coaching, guidance, workload management and performance support.
• Own IT service delivery, including ticket management, prioritisation, service levels, escalations and continuous improvement.
• Oversee IT infrastructure operations across our stores and Support Centre, including networks, servers, Microsoft 365, end-user devices and POS/payment hardware.
• Manage incidents and technical issues, coordinating timely resolution, identifying root causes and implementing improvements to prevent recurring problems.
• Coordinate infrastructure changes and projects, including technology upgrades, rollouts, migrations and system improvements.
• Manage operational vendor relationships, monitoring service performance and coordinating external technical support.
• Support operational cybersecurity controls, including patching, backups, access reviews, system documentation and security practices.
• Monitor and report on IT performance, identifying opportunities to improve reliability, efficiency and the experience of our team members.
• Work collaboratively across the business, ensuring technology services support the operational needs of our stores, Distribution Centre and Support Centre.

About You
You're an experienced IT professional who combines strong technical knowledge with practical leadership skills and a genuine commitment to delivering excellent service.

You enjoy taking ownership, can balance competing priorities and know how to keep technology operations running smoothly while supporting and developing your team.

To be successful, you'll bring:

• A qualification in Information Technology or at least four years' relevant experience in IT support and infrastructure, including senior analyst or second-in-charge responsibilities.
• Strong experience supporting multi-site IT environments, networks, servers, virtualisation, Microsoft 365 and end-user technology.
• Demonstrated experience managing IT service desk operations, service levels, incidents and escalations.
• Experience working with external technology providers and coordinating technical support services.
• Strong problem-solving, organisational and communication skills.
• The ability to prioritise competing demands, make sound operational decisions and take accountability for outcomes.
• A proactive approach to identifying risks, improving processes and delivering reliable IT services.

Experience supervising an IT support team, delivering infrastructure projects or working with retail POS/payment technology will be highly regarded.

Exposure to Azure, Entra, Intune, Nutanix, VMware, ITIL practices or operational cybersecurity controls would also be advantageous.

Why Join Spendless Shoes?
At Spendless Shoes, you'll have the opportunity to make a meaningful contribution to a well-established national retail business.

You'll enjoy:

• A leadership role with genuine ownership of day-to-day IT service delivery.
• The opportunity to support technology operations across a national retail network.
• A collaborative environment working closely with business leaders and technical specialists.
• The ability to influence processes, improve service standards and develop your team.
• A varied role combining technical operations, people leadership and infrastructure improvement.
• The stability of an established Australian retail business with a strong national presence.

Ready to Take the Lead?
If you're an experienced IT professional looking for an opportunity to step into a broader leadership role, take ownership of service delivery and make a real impact, we'd love to hear from you.

Apply now with your resume outlining your relevant experience and what you could bring to the Spendless Shoes team.