Head of Technology

Head of Technology - Service Management - Hawthorn East

Join to apply for the Head of Technology - Service Management - Hawthorn East role at Coles Group.

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 capability uplift that is 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 support a positive work-life balance with hybrid working options.
• Office perks such as gym facilities, free parking, cooking and dining spaces, and other onsite amenities.
• Discounts: eligible team members receive 5% discount year-round on supermarket and liquor purchases; additional double discounts (10%) at various times and exclusive member deals.
• Recognition: a digital recognition platform to give and receive recognition and redeem points for gifts and electronic gift cards.
• Learning and development: opportunities for career development programs and job-specific training.
• Paid parental leave for permanent team members.
• Investment in your future: our annual team member share plan for eligible team members to purchase Coles Group shares.

About The Recruitment Process

We're continuing to build a gender equitable team, and a culture that is diverse, inclusive and welcoming as the communities we serve. We are committed to a safe and respectful workplace 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.

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