Operations Lead

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 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**:
Our Technology team is the backbone of the business, building and maintaining the information technology infrastructure that support Coles Group. As a part of the Technology team, you get the opportunity to work through complex, challenging, meaningful problems using large data sets and new technologies to expand your skills and experience.

**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.

As part of the Coles Technology Services and Commercial function this role will support the adoption and evolution of future technology to maximise agility for tech enablement at Coles Retail stores

We are seeking an experienced Operations Lead to join our dynamic and innovative team responsible for being a significant contributor to some exciting projects within the engineering and site services team.

**About the role**:
As part of this role, you will be responsible for operational management of the Integration platforms and services through service integration, service management and ITIL Core Processes to ensure optimal SLA attainment and service experience. You will establish and maintain strong support processes and service agreements.

You will be responsible for the operational management and maintenance of the integration platform, service integration and management capability framework(s) and structures as a foundation for supporting appropriate and accurate insights for decision making and action taking. Your scope includes integration and collaboration with all service management enablers and contributors, including quality engineering, SRE, Platform Engineering, along with all other contributors and stakeholders of Integration Platforms.

You will support and enable the design, planning, implementation and release of service management automation enablement capabilities and aspects of service reliability engineering across the platform. You will act as a service custodian of the Integration technology products/assets.

You may be accountable for a small team of direct reports that will collaborate to deliver quality capability objectives that are aligned with quality measurement and enablement objectives. You will be responsible for the operational oversight of a managed service team who will deliver service reliability objectives that are aligned with reliability measurement and enablement objectives.

We are ideally looking for someone with a passion for Service Management together with strong technical background and expectational vendor and stakeholder management skills and the ability to drive and develop mutually strong relationships.

**About you and your skills**:

- At least 10 years IT experience, across a diverse range and scale of operational roles in agile and hybrid environments, within a variety of operating and delivery models including operation support.
- Demonstrated experience delivering operational maturity, including changes to ways of working, functional designs, and enabling enterprise objective alignment.
- Advanced understanding of all aspects of technology’s broader operational environment (i.e., processes, procedures, associated toolsets, operating systems, underpinning infrastructure services, etc.).
- A good understanding of engineering principles, product and services in a hybrid cloud environment, with a technical background.
- Proven experience within large scale service management transformation and enablement transitions.
- Experience in service level management and measurement design, planning, and implementation, including integration with external parties such as development vendors, partners, or stakeholders. Proven experience in the use of measurement to improve performance.
- Proven ability to influence cross-functional teams and delivery functions without formal authority.
- Experience in engaging with senior leaders and stakeholders through operational delivery
- Excellent analytical and problem resolution skills.
- Solid experience with service and product management principles and implementations in complex enterprise environments.
- Experience supporting the operation of critical complex ‘platform as a service’ technologies within a corporate environment.
- Experience in driving incident response & resolution and the need for communications and decision making associated with situation/crisis management
- Demonstrable exposure to and thought leadership in IT services principles and frameworks including ITIL, process tools (ServiceNow), frameworks