Operations Team Lead

**_Be part of something bigger _**
- 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 role**:
Supporting the Delivery Manager, Operations, this position oversees operation of production Store Systems across Coles Supermarkets and Coles Express while leading a support team to ensure operational stability is maintained by resolving day-to-day system issues and monitoring stores to ensure problems are proactively resolved.

This role will manage up to ten, level 2&3 support analysts alongside proven experience in incident and problem management as well as stakeholder management.

It would be highly advantageous to this role if the incumbent brought **pro-active incident monitoring experience** to the table.

**What you’ll be doing**:

- Leads a team of analysts to foster a high-performance culture
- Create and communicate performance objectives
- Empower direct reports to achieve objectives and hold them accountable
- Provide with team members performance management, development, and coaching
- Support and enable capability of Team Members to successfully deliver their objectives
- Support to identify and measure the operational impact of major problems and drive resolution
- Support Cost / Benefit justification for maintenance activities to ensure right focus and right money spent
- Support cost centre budgeting and financial management
- Create an outcome driven culture
- Educate self and team and maintain constant knowledge of stores
- Oversees the operations of the assigned platform to guarantee service levels of IT infrastructure through performance monitoring and optimisation
- Support DM Operations as an escalation point for major production issues.
- Support others to successfully resolve critical problems and lead root cause analysis investigations
- Ensure all changes are supportable by following a structured knowledge transition process
- Negotiate with Project and Delivery teams additional support resources and warranty timeframes as required
- Negotiate with Project and Delivery teams and the business stakeholders’ suitable times for implementation outages.
- Engage other teams as required for cross platform issue resolution
- Ensure timely and appropriate customer communication occurs so that they are fully engaged and informed on the status of all issues
- Accountable for individual and team compliance with company values, policies, and procedures (including Coles Code of Conduct) and all applicable external laws and regulations.
- Embedding compliance requirements into business planning and practices.
- Establishing and maintaining effective governance practices across areas of responsibility.
- Leading a strong governance and compliance culture amongst team.
- Resolving, managing, and reporting compliance incidents.
- Ensuring team member compliance, training and development is addressed.

***:
**Good things you’ll need**:

- Ability to influence and work closely with other teams to achieve results
- Demonstrated experience and understanding of operational environment and processes
- Demonstrated experience as people manager / team leader
- Experience in Incident Management and ITIL processes.
- Demonstrated experience leading resolution activities
- Excellent analytical and problem resolution skills
- Strong written and verbal communication skills

**Commercial Skills and Formal Qualifications**:

- Market knowledge and experience in the delivery and management of retail and technology solutions
- Experience in communicating and negotiating with vendors, business, and IT groups
- Ability to innovate and problem solve
- Provide a deep functional understanding of IT solutions
- Establish relationships with stakeholders to develop trust and ensure reliable and accurate information
- Excellent interpersonal, negotiation, communication, and leadership skills
- Application of the Coles Values and Way of Working
- ITIL or equivalent certification desirable
- 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: 79302 _
- Employment Type: Full time_

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