Service Delivery Lead

1 day 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.

**About the Role**:
The AAAI team in Coles delivers cutting edge machine learning products embedded into our operational systems, providing data driven decision assistance and automation for our business.

The AAAI service delivery lead is responsible for making sure that services are being seamlessly delivered to all stakeholders in the organisation. You will play a vital role in boosting the trust and user experience of machine learning products by ensuring the smooth delivery of sharp and energising services that meet and exceed customer demands.

This role will involve a large element of customer-facing interactions, facilitating the delivery of superior services to the end-users.

**Service Management Skills**:

- Monitoring and managing JIRA service desk queues to ensure optimal service meeting defined SLAs for our stakeholders
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
- Providing accurate and regular reports to the management on performance of the service delivery
- Liaising with a team of high performing data scientists and analysts to achieve the desired outcome
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange
- Monitoring and ensuring successful releases, coordinating between multiple teams to ensure the right support is provided

**Service Delivery Lead Skills**:

- Proficiency in leading both physical and virtual teams
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- 3+ yrs experience in working with machine learning products
- Expertise in people management and leadership
- Strong organisational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritise tasks efficiently
- Solid resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude
- Excellent verbal and written communication skills

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: 63544

Employment Type: Full time

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