Operations Lead - Integration Reliability

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.

About the team

As the way Australians shop continues to evolve, our Data and AI Team keep Coles at the forefront of modern retail. We combine data, artificial intelligence, and applied engineering to reimagine how our stores, supply chain, and digital channels operate — creating smarter, more connected, and seamless experiences for our customers and team members.

Operating as a centralised development and enablement function within Coles Technology, the team unites product, engineering, and platform capabilities to deliver the intelligence layer of the enterprise. We serve every part of Coles — from computer vision applications that enhance in-store experiences and reduce loss, to forecasting, optimisation, and decision-support solutions that drive efficiency, accuracy, and agility across our supply chain, retail operations, and corporate functions.

The scale and impact of this work are significant. Coles serves millions of customers each week across more than a thousand stores nationwide, and our AI and data capabilities provide the intelligence that underpins how we plan, move, sell, and serve. By combining deep data capability with applied AI and modern engineering, we’re enabling Coles to become a truly AI-enabled enterprise, transforming how we operate and how Australia shops every day.

About the role

For this exciting position of an Operations Lead – Integration Reliability within our Data and Artificial Intelligence team, we are seeking an individual to oversee the operational management of the Integration Platforms and Services through Service Integration, Service Management and ITIL Core Processes, for optimal SLA attainment and service experience. You will establish and maintain strong support processes and service agreements as well as be responsible for line management, coaching and mentoring and team leadership

Key responsibilities of this role will include but not be limited to:

Integration Platform Service Integration and Management

• Responsible for the operational management and maintenance of the Integration Platform Service Integration and Management capability, framework(s), and structures as a foundation for supporting appropriate and accurate insights for decision making and action taking. Scope includes all service management enablers and contributors, including quality engineering, SRE, Platform Engineering, along with all other contributors and stakeholders of Integration Platforms.

Management Automation Enablement and Delivery

• You will support and enable the design, planning, implementation, and release of relevant service management automation enablement capabilities, and aspects of service reliability engineering across the platform.

Integration Platform Operations

• Lead the operational management for Integration services to continually improve services within our span of control.
• Ensure the operational outcomes of the portfolio of services under your management is meeting the business needs and take necessary action to remediate any deviation from expectation.

People Leadership

• You may be accountable for a small team of direct reports that will collaborate to deliver quality capability objectives that are aligned with quality measurement and enablement objectives.

Financial Management

• You will be required to work with your leader to input into discussions for the budget of the Integration Platform Licensing and Maintenance Services.

Stakeholder Management

• Support the communication and adoption of enterprise quality vision and strategy to stakeholders
• Support proof of concepts and early adoption of measurement plans
• Engagement with a wide variety of stakeholders across Technology, including Service Management

Leadership

• Able to communicate with and influence outcomes for the operational needs with a broad and diverse set of stakeholders
• Demonstrate self-autonomy and ‘self-starting’
• Ability to communicate effectively to all levels under pressure • Demonstrate ‘customer first’ values
• Apply focus on meaningful results and outcomes.
• Strong problem-solving skills

Experience required:

• Proven years’ IT experience, across a diverse range and scale of operational roles in agile and hybrid environments, within a variety of operating and delivery models including operation support.
• Demonstrated experience delivering operational maturity, including changes to ways of working, functional designs, and enabling enterprise objective alignment. Advanced understanding of all aspects of technology’s broader operational environment (i.e., processes, procedures, associated toolsets, operating systems, underpinning infrastructure services, etc.).
• A good understanding of engineering principles, products, and services in a hybrid cloud environment, with a technical background.
• Proven experience within large scale service management transformation and enablement transitions.
• Experience in service level management and measurement design, planning, and implementation, including integration with external parties such as development vendors, partners, or stakeholders.
• Proven experience in the use of measurement to improve performance.

Commercial Skills

• ITIL qualification (ITILv3/ITIL4) Thought leadership in IT Service Management, SIAM and service delivery operations that are aligned with division and business strategy Experience support the operation of critical complex ‘platform as a service’ technologies within a corporate environment. Leadership of service management operations including core proceses of Incident, Problem and Change Management
• Hands on experience of ITSM controls, risk management and best practices.
• Tools: ServiceNow, JIRA
• Process oriented with strong attention to detail
• Proven ability to manage costs to budget and forecasting Operations Lead – Integration Reliability
• Proven ability to manage IT Service Agreements
• A proven track record of successfully documenting service SLAs to align with business requirements
• Automation in DevOps (Continuous Improvement / Continuous Delivery environments) and cloud services
• Interest in the Service Management community external to Coles. A desire to understand and mature best practise from across the industry

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 hotdeals 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: 203047

Employment Type: Full time