Operations Lead

1 month ago

Hawthorn East, Australia Coles Group Full time

**A new role = A new way to win together**:
You belong at Coles Group where we look ahead, have a plan, and are up for the challenge. We learn and grow by taking career-defining opportunities and this one may just be your next.

**About Us**:
**The Role**:
**Key Responsibilities**:

- Drive leadership and improvements in service management practices, including risk/security management and adherence to ITSM best practices.
- Manage high-priority incidents, communicate risks, and provide clear escalation paths to management.
- Lead a high-performing support team, ensuring the successful management of incidents, changes, and problems in line with SLA targets.
- Build and maintain strong relationships with vendors (Accenture, Tech M, TCS, Oracle), driving operational improvements through effective collaboration.
- Ensure that defect management, maintenance release planning, and ongoing operational improvements are executed with mínimal impact to operations.
- Provide operational support to strategic projects, ensuring project designs maintain production operational standards.
- Mentor and develop team members, ensuring they have the necessary skills and training to excel in their roles.

**Key Skills and Experience Required**:

- A Bachelor's degree in IT or a related field is preferred.
- 3-5 years of experience in a technical support or operations role, ideally within a large-scale environment.
- Strong experience in troubleshooting, incident triage, and change/configuration management.
- Excellent communication skills, with the ability to translate technical impacts into business outcomes.
- ITIL/ITSM certifications are highly desirable.
- Experience managing vendors and stakeholders in a high-pressure environment.
- Ability to influence and negotiate with internal teams and external vendors.

**Why Join Us?**
- Opportunity to work with a dynamic and innovative technology team in one of Australia's most recognized brands.
- Be part of a company that values career development, offering ongoing training and growth opportunities.
- Work in a fast-paced, collaborative environment that encourages innovation.
- Competitive salary and benefits package, including flexible work arrangements.

**How to Apply**:
Job ID: 132953

Employment Type: Full time

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