User Experience Lead - Auckland

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Custom Field 1 : First Security Guards Services Ltd

User Experience Lead - Auckland

About Wilson Group

For over 60 years, our business has been creating value for people and communities.

Starting in Australia with a single car park, we've grown to operate across the Asia Pacific in parking, security, health, and storage services.

In New Zealand, our Group Business Solutions (GBS) team supports the technology needs of Wilson Parking NZ and First Security.

We're a collaborative, forward-thinking team that takes pride in making things work smarter and better for our people and customers.

We're looking for a strategic, hands-on, and customer-focused User Experience Lead to take ownership of local IT support and deliver excellent service as our business continues to grow.

This is a great opportunity to make a meaningful impact across our New Zealand operations

As a member of our Group Business Solutions (GBS) team, you'll be part of a passionate, future-focused team that supports the technology needs of Wilson Parking New Zealand and First Security across New Zealand.

We are seeking a strategic, hands-on and customer focused User Experience Lead to lead our local IT support and drive superior service delivery as our business continues to grow.

About the Role

As the User Experience Lead for New Zealand, you will take ownership of day-to-day IT support for our Wilson Parking New Zealand and First Security businesses.

You'll lead a small team, manage key vendor relationships, and be a vital bridge between IT and business stakeholders.

Reporting to the Manager – User Experience, you will also contribute to cyber security initiatives, project delivery, and the overall improvement of user experience across the Wilson Group in NZ.

Key Responsibilities

Operational Leadership

Oversee day-to-day IT support in NZ, ensuring services meet agreed KPIs and SLAs.

Provide direct onsite and remote support to users, including VIP and executive stakeholders.

Deliver concierge-level support when required, with occasional travel.

Lead maintaining and contributing towards the User experience knowledgebase.

People & Stakeholder Management

Lead and mentor the NZ IT support team, promoting a customer-first service culture.

Build strong relationships with business units, providing timely and professional service.

Collaborate with the wider GBS team to align local IT efforts with broader business goals.

Communicate and advocate GBS IT process, policies and standardised operating procedures.

Technical Oversight

Lead incident, request and change management in a dynamic operational environment.

Identify and drive continuous improvement initiatives in tools, processes, and support models.

Cyber Security & Compliance

Support the implementation of cyber security initiatives aligned with Wilson's roadmap.

Assist with protecting the business from cyber risks and ensuring compliance with standards and policies.

Track and report on service performance metrics.

Manage vendor relationships and elevate issues when necessary to ensure fast resolution.

What You'll Bring

Minimum 5 years' experience in IT operations or service delivery leadership roles.

Strong technical knowledge across cloud platforms, networking (LAN / WAN), virtualisation, backup / recovery, and ITIL practices.

Excellent communication and stakeholder engagement skills, with an ability to explain technical matters in user-friendly terms.

Ability to stay calm under pressure, prioritise effectively, and lead a small but high-impact team.

Proven experience managing service levels, escalations, and improvement initiatives.

Bachelor's degree in IT, Computer Science, or a related field.

(Preferred)

ITIL certification.

(Preferred)

Why Join Wilson Group?

At Wilson, our values – Care, Integrity, Accountability, and Innovation – guide everything we do.

In return for your expertise, we offer :

A competitive salary package.

A leadership role with national visibility and impact.

Career growth across Wilson's extensive network.

A collaborative, high-performing work environment that values people and progress.

Ready to Apply?

If you're a motivated IT leader who thrives in a service-driven environment and wants to make a meaningful impact, we'd love to hear from you.

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