Value Stream Lead – CarePlan / Support

Role overview

Gallagher is growing globally with a clear purpose: protecting what matters most. The business supports critical security environments and agricultural operations, and it invests heavily in its people, their families, and the communities around them. With activity across New Zealand, Australia, Asia, Africa, the USA, Canada, and Europe, and exports reaching more than 140 countries, this is a chance to join a New Zealand technology success story with international reach.

Based in Hamilton, this senior leadership position is focused on strengthening the capability, delivery, and quality practices that help customers get faster support, more dependable releases, and better product outcomes.

As the Value Stream Lead for CarePlan / Support, you will lead 4 direct reports and influence a broader group of 22. The role brings together release management, field engineering, product quality, and customer insight to improve value delivery at scale.

You will work closely with Portfolio Leads, Value Owners, Architects, Team Leads, Product, Quality, Sales, Global Support, and strategic partners to shape a support model that is customer-focused, commercially viable, and built for ongoing improvement.

Key focus areas

• Set the support direction and make sure it is clearly aligned with Security and Product priorities.
• Lead release management and build a strong mindset of quality before shipment.
• Guide the handling of complex customer issues, escalation routes, and L3 resolution outcomes.
• Use KPIs, customer feedback, and product insights to lift performance and reduce repeat issues.
• Look for practical ways to apply new technologies such as AI, automation, analytics, and digital channels.
• Develop confident leaders and build clarity, trust, and accountability across the teams.

About you

You are an experienced engineering or technology leader who can bring together strategy, delivery, customer needs, and people leadership in a complex setting.

You are comfortable leading through uncertainty, influencing senior stakeholders, and creating the right environment for technical leaders and empowered teams to perform at their best.

This role is based in Hamilton, with hybrid working available. You should expect to spend about three days per week in the office, while also connecting with global teams as required.

Experience and capabilities

• At least 5 years of experience leading engineering teams that deliver products, platforms, or major technical capabilities.
• Background in technical transformation, including improving delivery practices, release processes, or team structures.
• Knowledge of software release management and quality practices, or the ability to lead through experienced specialists.
• Strong commercial judgement, customer orientation, and comfort working with measures such as lead time, cycle time, SLA adherence, and customer feedback.
• Proven ability to develop people, grow future leaders, and strengthen trust, accountability, and psychological safety.
• A collaborative and forward-looking working style, with good judgement for simplifying complexity and focusing effort where it matters most.

Working at Gallagher

Gallagher offers a collaborative and progressive environment where continuous improvement is part of everyday work. You will contribute to a global function while staying connected to the Hamilton hub, supported by a growing purpose-led organisation.

Benefits and rewards

• Competitive pay, annual bonus, and KiwiSaver on top.
• Flexible arrangements that support work-life balance, including hybrid working and flexible hours.
• A modern technology hub at Innovation Park, with free parking and good on-site food options.
• Life and disability insurance for added protection.
• Staff discounts and perks via the Boost App.
• A connected culture with team events, learning sessions, and quality coffee.

Additional information

This employer may close the vacancy early, and applications will be assessed as they are received.