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Operations Lead

2 weeks ago

Hawthorn East, Australia Coles Supermarkets Full time

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.

As the way we shop continues to evolve, our Technology team keeps us at the cutting edge. Driven by our innovative, inclusive and forward-thinking culture, we’re constantly looking at ways to reinvent the shopping experience for our customers and build the next generation of digital retailing.

**About the role**

We are looking for an Operations Lead to provide support for the Business Unit Technology Enablement (BUTE) team. In this role, you will drive thought leadership and qualitative metrics across Service Management and Continuous Improvement practices.

Key responsibilities include:

- Provide leadership, expert advice, and support in relation to service management and continuous improvement practices with both service providers and internal technical resources
- Ensure documentation and coverage is maintained and up-to-date across Security, Access Management, Service Operations and training (i.e. adhering to ITSM best practices)
- Work closely with business, IT teams and vendors to implement change
- Build strong relationships with key business stakeholders and vendors across Coles
- Effectively manage SLAs with vendors and liaise with business stakeholders with regards to major incidents, changes, and escalations.
- Communicate to management high priority issues, highlight risks, respond to escalations, and manage expectations.
- Manage the business continuity activities and coordination of major production incidents
- Develop a comprehensive understanding of the Business Services supported across the Application & Product landscape within BUTE
- Ability to translate Technology Service Impact into Business Impacts (vice versa) in the event of Incident/Problem triage or Service Transition/Update/Decommissioning
- Risk / Security Management using tools such as Archer
- Responsible for ensuring users can perform their key objectives in a timely manner

**About you and your skills**
- Ability to plan and drive outcomes to reduce the number of production incidents/problems/requests and drive improvements to the environment
- Ability to influence and work closely with vendors and other teams to achieve results
- Ability to prioritise workload across team members
- Proven experience in leading teams in a complex environment with a multitude of integration points and understanding complex systems end to end
- Understanding of project management and systems development methodologies
- Proven support or delivery capability in IT.
- Experience in dealing with customers in a high-pressure environment
- Change and configuration management experience

LI-DIG3

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.

Job ID: 93127

Employment Type: Full time