Head of Service Excellence

About Us

We are a leading Australian retailer with a rich history of serving communities since 1914. Our company has grown to become one of the top 30-listed companies on the ASX, with a team of over 120,000 members and a portfolio of iconic brands.

Our technology plays a critical role in supporting our business operations. Every day, our teams solve complex problems that help thousands of colleagues succeed and make millions of customers' lives easier.

This is an exciting opportunity for a skilled professional to join our team as a Head of Service Management. In this role, you will be responsible for defining and driving the enterprise-wide Service Integration and Management (SIAM) strategy to ensure consistent, effective, and value-driven service delivery across all technology domains.

• Lead a 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, Service Transition, Availability, Capacity, Continuity Management.
• Guide strategic development and adoption of service management platforms, including investment in automation, AI, and self-service capabilities.

• Extensive commercial experience in IT Service Management or related roles, including at least 3 years in a senior leadership capacity within a large, complex organization.
• 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, process automation, and service experience metrics.
• Ability to blend customer-centric design thinking with operational rigor and governance.

• 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-market, food hub where you can sample new products before they hit the shelves, school holiday program, and more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on supermarket and liquor purchases online and in-store. We also offer additional periods of double discount at various times throughout the year.
• Reward through recognition: Give and receive recognition, linked to our values, through our digital recognition platform. You can accumulate points to redeem in the online shop for gifts and electronic gift cards from a 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.