Manager Technology Operations

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. Everyday, our team solves complex and meaningful problems. Those solutions help thousands of our fellow team members succeed and make millions of customers lives easier everyday.

**About the role**
- The Manager: Enterprise Tech Ops has accountability for managing and uplifting the services and platforms that underpin modern technology operations Strategy.
- This includes accountability for
- Service Delivery disciplines.
- Tech Assurance\IT Service Management Practises (incl Disaster Recovery, Transition to Operations).
- Enterprise Monitoring.
- Tech Ops systems providing the centralised management pane of glass for environments such as Hybrid Cloud.
- Integrations of Business tools into the centralised Tech Ops tools (e.g., Jira into ServiceNow).

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

- Ensuring Enterprise Tech Ops platforms and services are operationally sound, secure, and stable.
- Ensure teams are managing their incident, Problem and Request queues in line with agreed SLA’s and according to ITIL Service Management best practises and Coles IT Service Management processes.
- including the design, build and ongoing support for the platforms.
- Driving cross functional collaboration with wider Coles Technology Teams to ensure the platforms are meeting evolving business requirements.
- Position the Tech Ops teams to be seen as trusted advisors in the Modern Tech Ops platforms space.
- Deliver platforms that allow business users (including Technology) to consume data and insights easily and via Self Service.
- Drive the development of Service Delivery improvements, processes, procedures, and documentation for the Platforms and services within Enterprise Tech Ops scope.
- Deliver maturity uplift in the IT Service Management space so it is operating in line with best practise including how frameworks and processes need to evolve to support a growing cloud environment and digital first landscape.
- 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.
- Stay abreast of emerging technology Trends and how Tech Ops services are being delivered, allow time for innovation and experimentation in the team to deliver optimised and innovative solutions that solve business problems.
- 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.
- The Manager: Enterprise Tech Ops has accountability for managing and uplifting the services and platforms that underpin modern technology operations Strategy.
- Experienced people leader, with experience leading teams through transformational change.
- Demonstrated experience delivering and evolving IT Service Assurance\IT Service Management practises and ensuring these are well understood and followed throughout the enterprise.
- Sound knowledge of ITIL processes and terminology with emphasis on the functions within the incident, problem, change and configuration management.
- Experience delivering continuous improvement and feedback mechanisms to ensure processes are reviewed proactively to meet changing business needs.
- Experience and knowledge in the integration of service delivery technology software, Enterprise Monitoring and observability.
- Solid knowledge of ServiceNow platform and observability practises.
- Hands on experience leading cross-functional teams\squads and align 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.

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: 73846

Employment Type: Full time