Manager Workplace Technology Experience

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

**About the team**

Technology is the backbone of our business. Every day, our team solves complex and meaningful problems. Those solutions help thousands of our fellow team members succeed and make millions of customers lives easier every day.

**About the role**:
The ‘Manager Workplace Technology Experience’ has accountability for delivering superior frontline technology support services and experiences to Coles Group team members.

The Workplace Experience and Support team is a key function supporting employees throughout the lifecycle of their tenure. We are the people you come to when you need something

Frontline technology support services and experiences refer primarily to the IT Helpdesk and associated services and tools, and workplace technology enterprise ‘tools of trade’ and associated services.

This includes accountability for
- End to end delivery of relevant support services.
- Modernisation of existing frontline technology support services.
- Establishment of new services, service improvement programs and process improvement.
- Delivery of services to support our Technology Strategy.
- Building strong cross collaborative relationships with other technology support functions - working to continuously enhance the team member experience.

This is a new and exciting role that brings several support functions together for the first time.

This role is not only about technology, but about ensuring a positive experience to team members when they it.

**Your **key responsibilities will include**:

- Day-to-day operation of the L0-L3 technology Support services and teams (known as Workplace Technology Experience)
- ensuring platforms and services within scope are operationally sound, secure, and stable.
- Modernisation of services and review\implementation of new services to enhance team member experience in line with changing business needs.
- Compliance with wider technology standards, controls, and governance processes.
- Ensuring services are resourced appropriately.
- Governance of applicable Technology partners.
- Defining services catalogue, key metrics and building momentum for technology support brand.
- Administration of OPEX budget and costs of technology services within the roles remit.
- Budget administration, invoice validation, management of team member recovery targets and cost optimisation targets.
- Contribute to Technology project funded initiatives

**About you & your skills**:
Coles Technology is undergoing the necessary transformation needed to deliver its multiyear Tech Strategy and Roadmap.

To ensure the success of this role, you are a passionate about customer service and our role in it and bring the below experience
- You are an experienced people leader, with experience leading teams through transformational change.
- You have demonstrated experience delivering and evolving end to end technology experience and support services.
- Hands on experience delivering and evolving services to meet strategic goals.
- Positive point of view.
- Cost conscious mindset.
- Experience implementing Agile ways of working - desirable.
- Experience with Human centred design - desirable.
- Critical thinking, analysis and out of the box thinking to develop strategies to overcome challenges and assist others in doing the same.
- Experience delivering continuous improvement and feedback mechanisms to ensure processes are reviewed proactively to meet changing business needs.
- Hands on experience leading cross-functional teams\squads and aligning team members around common goal.
- Familiar with working in complex, multi-stakeholder, and matrixed environments.
- Growth mindset
- someone who passion for technology and delivering innovation in their services
- someone who is always on the lookout for how things can be done more efficiently, differently and embraces new ways of working.**#LI-VM1**

With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave and parental leave entitlements.

**Safer together**:
Job ID: 74688

Employment Type: Full time