IT Operations Platform Manager

5 days ago

Preston, Australia Chemist Warehouse Full time

**About Us**:
Chemist Warehouse Retail is Australia’s largest retail pharmacy group with over 20,000 employees across our 600+ national store network. With a growing international presence in New Zealand, Ireland, China & Dubai - now is the time to join us.

**About The Role**:
The IT Operations Platform Manager is responsible for overseeing the management, development, and continuous improvement of CWR’s core operational platforms, currently ServiceNow and Application Performance Monitoring (APM). This role ensures that these platforms support the organisation’s strategic objectives, deliver reliable services, and enable business innovation. The role provides technical leadership, operational excellence, and thought leadership across the platforms, ensuring alignment with IT strategy and business needs.

**Role Responsibilities**:

- Lead and manage the administration, enhancement, and technical roadmap for ServiceNow and APM platforms.
- Ensure platforms remain reliable, secure, and fit-for-purpose through upgrades, configuration management, and technical currency.
- Lead development and integration of platform-based solutions (e.g., self-service portals, chatbots, self-healing scripts).
- Manage relationships with platform vendors and partners to maximise value and service delivery.
- Lead and develop a team of internal and outsourced technical resources (onshore and offshore).
- Ensure reliable platform operations through routine maintenance, performance monitoring, and incident resolution.
- Lead integration of platforms with broader IT systems and services.
- Ensure seamless transition of projects into business-as-usual (BAU) support.
- Provide technical guidance to ensure solution designs meet organisational standards.

**About You**:

- Tertiary qualification in IT or a related discipline.
- 5+ years’ experience leading platform administration and enhancement (ServiceNow essential).
- 5+ years’ experience within an ITIL-aligned environment (ITIL certification desirable).
- ServiceNow Advanced System Administration training/certification.
- Strong understanding of CSDM, CMDB Data Models, and platform integrations.
- Proven experience leading teams (including outsourced/offshore).
- Experience in platform solution design, development, and deployment.
- Financial management and project delivery experience.

**Benefits**:

- Career growth and development opportunities in a supportive and collaborative working environment
- Access to discounts across all our affiliated brands, as well as other retail partnerships
- Subsided café on-site
- Free annual flu vaccinations

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