Engineering Manager

3 days ago

Hawthorn East, Victoria, Australia Coles Full time
About the Role

This is a leadership position within the Coles Technology Services and Commercial function, reporting into the Head of Engineering and Site Services. The primary function of the role is to manage the health and availability of business-critical Store Infrastructure and Services through Service Integration, Service Management, and ITIL Core Processes, ensuring optimal SLA attainment and service experience.

Your Key Responsibilities
  • Establish a framework for Store Infrastructure Service Integration and Management, including required tooling, internal capabilities, and standardization.
  • Ensure IT service management processes for critical Store Infrastructure Platforms and Services are in place and maintained.
  • Provide regular management reporting on Integration Platforms Service performance.
  • Collaborate with enterprise service management to define and maintain a collective enterprise definition of service and service level objectives, aligned with overall business goals.
  • Work with enterprise service management to identify and implement appropriate measures for service availability and quality objectives.
  • Define appropriate metrics and associated measurement plans related to Store Infrastructure Platforms and Service, including operational definitions and operational processes.
  • Implement a continuous improvement program, including securing necessary resources for implementation of particular improvements.
  • Engage with change management for the successful deployment and ongoing awareness of Store Infrastructure Platform and Service-related measurements.
  • Work with Engineering leadership to adopt platform and service measurements in their respective areas, focusing on achieving enterprise quality outcomes.
  • Integrate appropriate service level measurement into contributing frameworks or processes, such as risk management, project management, delivery management, etc.
  • Contribute as a senior member of a highly capable, passionate, and motivated leadership team.
  • 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.
  • You will act as a service custodian of the Store Infrastructure technology products/assets.
  • You will be accountable for the budget of the Store Infrastructure Platform Licensing and Support Services.
  • You may be accountable for a small team of direct reports that will collaborate to deliver quality capability objectives aligned with quality measurement and enablement objectives.
  • Facilitate engagement and participation in quality definitions, objective setting, and measurement of outcomes.
  • Articulate and communicate the enterprise quality vision and strategy to stakeholders (along with quality governance members).
  • Run proof of concepts and early adoption of measurement plans.
  • Engage with a wide variety of stakeholders within Digital and their stakeholders.
  • Enable Coles platform to be available to all authorized team members and partners.
  • Protect and enhance Coles' reputation with customers, stakeholders, regulators, and media.
  • Accountable for personal and team compliance with internal company policies, procedures, and codes, e.g., Code of Conduct, and all applicable external laws, regulations, standards, and industry codes, e.g., Fair trading Laws.
  • Commitment to the corporate and or relevant Brand/Retail Support Compliance Program.
  • Integration of compliance requirements into team performance reviews.
  • Able to influence a broad and diverse set of stakeholders.
  • Demonstrated ability to envision, communicate, and effect change.
  • Demonstrate self-autonomy and 'self-starting'.
  • Ability to communicate effectively to all levels under pressure.
  • Demonstrate 'customer first' values.
About You and Your Skills
  • Proven years of senior IT experience, across a diverse range and scale of senior roles in agile and hybrid environments, within a variety of operating and delivery models, including operation support.
  • Demonstrated experience in influencing and implementing strategic planning and organizational structure, including operating models and functional designs, and enabling enterprise objective alignment.
  • Advanced understanding of all aspects of technology's broader operational environment, including processes, procedures, associated toolsets, operating systems, 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.
  • Demonstrated experience in service level definition and measurement design, planning, and implementation, including integration with external parties, such as development vendors, partners, or stakeholders.
  • Solid experience with service and product management principles and implementations in complex enterprise environments.
  • Proven record of people management and involvement in resource management.
  • Excellent written and verbal communication skills, with the ability to influence and persuade outcomes/direction.
  • Proven ability to influence cross-functional teams and delivery functions without formal authority.
  • Experience managing relationships with senior leaders and stakeholders.
  • Excellent analytical and problem-resolution skills.
Commercial Skills and Qualifications
  • Thought leadership in service integration and management strategy/alignment with business strategy.
  • Experience operating critical complex 'infrastructure as a service' technologies within a corporate environment.
  • Service management, capability management, or product management skills.
  • Hands-on experience of ITSM controls, risk management, and best practices.
  • Risk management skills.
  • Automation in DevOps (Continuous Improvement/Continuous Delivery environments) and cloud services.
  • Tools: ServiceNow, JIRA, SCCM, SCOM, SCORCH, Ansible.
About Coles

Coles is a leading Australian retailer, trusted by customers since 1914. We offer a range of benefits and programs that support, reward, and inspire team members, including discounts and weekly special deals across all our external brands, free parking, mini-Coles, and food hub at our Store Support Centre in Hawthorn East, sampling of new products before they've hit the shelves, gym, BBQ, and Children's holiday club - all onsite, Team Member Share Plan, and flexible work arrangements, including work from home, additional leave, and parental leave entitlements.

We're committed to building a gender-equitable team and a culture that's just as diverse, inclusive, and welcoming as the communities we serve. 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.

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