We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.
Our Technology team is the backbone of the business, building and maintaining the information technology infrastructure that support Coles Group. As a part of the Technology team, you get the opportunity to work through complex, challenging, meaningful problems using large data sets and new technologies to expand your skills and experience.
**12 Month Fixed Term Contract**
At Coles, technology plays a critical role in helping our team members serve customers every day.
We are looking for an experienced Group Service Manager to lead service operations across our Technology Corporate domain, supporting a diverse portfolio of enterprise platforms and SaaS applications used across the business.
As Group Service Manager, you will lead the service operations capability across this diverse corporate technology landscape, partnering closely with business stakeholders and technology teams to ensure the services they rely on are resilient, responsive, secure and continually improving.
You will work alongside Enterprise Service Management, Product, Engineering, Delivery, Architecture and Cyber Security teams, leading a team of Service Managers responsible for operational governance, supplier performance, service resilience and continual improvement across platforms such as SAP, Salesforce, Microsoft Business Applications and applications supporting Finance, Procurement, HR, Legal, Safety and Risk.
This is a 12-month fixed term opportunity suited to an experienced Enterprise Service Management leader who can quickly establish credibility, take ownership of an established operational environment and drive strong service outcomes in a large, complex organisation.
In this role, you will be accountable for the operational health, governance, security and supplier management of a diverse enterprise application portfolio. You will lead service operations across multiple business-critical platforms, ensuring strong practices are in place across major incident management, service restoration, change and release governance, operational resilience and continual service improvement.
You will manage a complex multi-vendor environment, holding strategic partners and managed service providers accountable for service performance, governance, operational risk, contractual obligations and improvement outcomes.
You will also lead cross-functional teams through major service outages, coordinating restoration activity across internal teams, suppliers and senior stakeholders. This will include executive communications, supplier engagement, post-incident reviews and actions that reduce future business impact and strengthen service resilience.
Success in this role will be measured by the confidence you create across the Technology Corporate domain: resilient and high-performing technology services, effective response and restoration during major incidents, stronger governance and controls, improved supplier performance, proactive management of risk and vulnerabilities, and a culture of continual service improvement.
You are an Enterprise Service Management leader who has operated in large, complex organisations supporting multiple business functions and enterprise applications. You bring strong Application Management Services experience and are comfortable managing enterprise applications and SaaS platforms through a combination of internal teams and managed service providers.
You are calm under pressure, commercially minded and confident leading enterprise-wide responses to major service incidents. You know how to coordinate technical teams, suppliers and business stakeholders through service restoration, communicate clearly with senior leaders and use post-incident learnings to improve future resilience.
This is not a traditional Service Desk or Infrastructure Operations role. We are looking for someone who understands how to govern business-critical application services, manage strategic suppliers and ensure technology services are reliable, secure, well governed and continuously improving.
You will bring:
Strong Enterprise Service Management experience within a large, complex organisation.- Experience leading service operations across multiple business functions and enterprise applications, including major incident management, service restoration, change and release governance, and operational resilience.
- Strong Application Management Services experience across enterprise applications and SaaS platforms.
- Experience managing strategic partners and managed service providers in a complex multi-vendor environment.
- Strong governance experience across service performance, operational risk, security, vulnerability management, audit, controls, compliance and continual improvement.
- Experience partnering with Cyber Security teams to drive vulnerability remediation, technology risk management and operational resilience.
- Demonstrated experience leading major incident response, executive communications, supplier engagement and post-incident reviews.
- Strong stakeholder management skills, with the ability to build trust with senior business and technology leaders and translate operational issues into business outcomes.
- Proven people leadership experience, including leading Service Management teams and developing high-performing leaders
- ITIL or equivalent Service Management qualifications will be highly regarded
- Experience with SAP, Salesforce, Microsoft Business Applications, Corporate technology domains, Agile, Product or DevOps operating models
If you are an experienced Enterprise Service Management leader who enjoys operating in complex environments, building trusted stakeholder relationships and improving the reliability and resilience of enterprise technology services, we would love to hear from you.
Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.-
Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
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Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
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Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
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Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
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Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
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Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.
We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.
We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email [email protected]
Job ID: 191524
Employment Type: Fixed Term
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