Head of Technology - Service Management - Hawthorn East

We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.

About the team

Technology is the backbone of our business. Every day, our teams solve complex problems, the solutions help thousands of our fellow team members succeed and makes millions of customers’ lives easier.

About the role

As the Head of Service Management, you will define and drive the enterprise-wide Service Integration and Management (SIAM) strategy to ensure consistent, effective and value-driven service delivery across all technology domains.

This role will be responsible for establishing the strategic direction for the design and implementation of new and enhanced ITSM practices and enterprise services, as well as developing and maintaining a long-term roadmap for the for capability uplift that are in line with enterprise priorities.

Key responsibilities include

• Lead the Technology Experience team to enhance end-user satisfaction, service usability, productivity and accessibility through user insights, journey mapping and service design.
• Create and oversee the Integrated Service Operations function to ensure high availability, rapid resolution, and seamless integration of service activities across teams
• Drive improvements in service performance through robust monitoring, reporting, service level management and experience level management practices.
• Develop and mature service management capabilities such as Service Design (e.g. availability, capacity, continuity management) and Service Transition (e.g. asset management, config management, release management etc)
• Guide strategic development and adoption of service management platforms (e.g. ServiceNow), including investment in automation, AI and self-service capabilities.
• Establish governance and configuration standards for platform modules to ensure consistency, scalability and audit readiness.
  
  

About you and your skills

• Extensive commercial experience in IT Service Management or related roles, including at least 3 years in a senior leadership capacity within a large, complex organisation.
• Proven experience designing and leading enterprise service integration and management frameworks across federated environments.
• Strong track record in uplifting ITIL capabilities at scale and introducing new service domains such as Asset, Configuration and Knowledge Management.
• Experience leading multidisciplinary teams, including service operations, experience design and platform/product owners.
• Demonstrated success in implementing enterprise ITSM platforms and enabling automation, AI/ML, or self-service capabilities.
• Experience working in or with shared services, multi-vendor ecosystems, or IT outsourcing environments.
• ITIL v4 Managing Professional or Strategic Leader certification highly desirable.
• Strong strategic thinking and planning capabilities, with a demonstrated ability to influence cross-functional technology strategies.
• Advanced leadership and stakeholder engagement skills, with a focus on collaboration across business and technical teams.
• Excellent understanding of ITSM tools (e.g. ServiceNow), process automation, and service experience metrics.
• Ability to blend customer-centric design thinking with operational rigour and governance.
• Tertiary qualifications in Information Technology, Business, Engineering, or a related discipline.

What’s in it for 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.

• 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 hot deals exclusive to team members that translate into additional savings.

• 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.

• 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.

• 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.

• 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.

About the recruitment process

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 inclusionrecruitment@coles.com.au

Job ID: 164948 

Employment Type: Full time 

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