Service Coordinator - IT Service Management

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 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

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.

About the role:

We are looking for an experienced Service Coordinator to join the  IT Service Management function in Coles Technology.

This role is critical for the delivery of Coles Technology's Incident Management and Problem Management, providing guidance to stakeholders, overseeing the resolution of major IT incidents, and coordinating post-incident activties to prevent reoccurrence and promote continuous improvement.

Key responsibilities include:

• Ensure Incident Management and Problem Management guidelines are embedded in day-to-day operations across Technology
• Enact the role of a trusted enabler of Incident Management and Problem Management governance
• Coordinate service restoration of major incidents and the ensuing tasks related to Cause and mitigation
• Implement initiatives to improve processes and services for the ITSM team, other Technology teams, and end users

About you and your skills:

• Experience working within a team in a Technology context
• Solid understanding of Incident Management and Problem Management process
• Ability to manage incidents with a focus on reducing impact and outage
• Provide end-to-end Service Management support through incidents and proactive initiatives – From identification through to resolution
• Ability to think laterally, remain objective, and calm in a high-pressure situation
• Proven ability to easily float from structured initiatives and work, to an ad-hoc scenario
• Coordinate support activities for high priority and complex incidents
• A service-focused mindset when dealing with customers and incidents
• Ability to facilitate and communicate across a wide range of stakeholders
• Ability to manage workload and perform in high pressure situations
• Adept at being self-motivated and working autonomously, as well driving outcomes as part of a team
• Understanding of impacts to business and operations
• Focus on service delivery, restoration, and continual process improvement
• Enable and support Service Management processes and tools
• Ability to provide guidance to project teams, and coordinate support transition activities for the delivery of new applications and services

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: 154465

Employment Type: Full time