Service Delivery Lead - Hawthorn East

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

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’re looking for a Service Delivery Lead to drive the successful delivery of operational initiatives, continuous improvement programs, and technology enablement activities across our retail businesses — including supermarkets, liquor, and group platforms. This role sits within our operations portfolio and ensures delivery outcomes are achieved efficiently, predictably, and in alignment with business objectives and service stability requirements.

As a Service Delivery Lead, you’ll provide leadership and oversight across multiple concurrent initiatives, coordinating resources, managing dependencies, and ensuring effective communication across delivery teams. You’ll partner with Product, Engineering, and Service Management leaders to embed disciplined IT service management practices, strengthen governance, and uplift delivery capability to ensure operational changes are introduced safely and effectively.

Key Responsibilities:

• Lead planning and delivery of operational initiatives, ensuring alignment with business objectives, risk management, and governance standards.
• Oversee delivery across multiple streams, managing dependencies and ensuring efficient allocation of resources.
• Enable operational outcomes that contribute directly to strategic objectives and continuous improvement of retail technology services.
• Identify and implement improvement programs that enhance operational performance, service stability, and delivery predictability.
• Partner with business, product, and technology stakeholders to ensure clear scope, priorities, and delivery expectations.
• Champion consistent use of delivery frameworks, tools, and processes across the operations portfolio.
• Track expenditure against forecasts and ensure cost optimization.

About you and your skills:

• Proven experience in technology or operations delivery within large, complex organisations.
• Strong understanding of IT Service Management (ITSM) processes and delivery methodologies (Agile, Waterfall, or Hybrid).
• Demonstrated ability to coordinate multiple initiatives and manage dependencies across teams.
• Experience in improving delivery governance and efficiency through structured frameworks.
• Excellent stakeholder management, communication, and influencing skills.
• Strong analytical and problem-solving capabilities, with a focus on outcomes and service quality.
• Ability to operate effectively in a matrix environment without direct people management responsibility.
  
  
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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: 174623

Employment Type: Full time