Manager - Integrated Service Operations - Hawthorn East

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 Role
We have an exciting opportunity within our Technology Service Management portfolio, for a Manager to lead our Integrated Service Operations Team. This role will create and lead the day-to-day operations of the Integrated Service Operations Centre (ISOC), ensuring core competencies remain available, stable and secure. This role will drive cross-skilling amongst the different specialties within the ISOC, focusing on effective end-to-end service delivery, as well as oversee event management processes to ensure minimal disruptions to operations.

Key responsibilities include

• Act as an escalation point for high severity incidents, coordinating rapid resolution across Business and Technology teams
• Drive adherence to service level agreements, business level agreements, experience level agreements, and key operational metrics
• Lead post-incident reviews and root cause analysis to prevent recurrence
• Ensure structured problem management practices are embedded
• Drive adoption of automation, orchestration and AI/ML driven monitoring tools to improve efficiency
• Partner with other Technology functions to ensure smooth integration of operational tools and processes

About You And Your Skills

• Proven leadership experience in IT service operations/helpdesk, integrated operations centres, or similar roles in large organisations
• Demonstrated success managing incident, problem and event management processes at scale
• Experience leading operational teams in a 24/7 or mission critical environment
• Strong understanding of ITIL practices and service management frameworks
• Track record in driving operational improvements through process optimisation and automation
• Experience working with enterprise monitoring, alerting and incident management tools
• Vendor and partner management experience within an operational context

What's in it for you?

• Flexible working options We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition Give and receive recognition, linked to our Coles values, through our digital recognition platform 'mythanks'. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development No matter where you start within our diverse business, you'll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About The Recruitment Process
We're continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We're happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the 'Our Recruitment Process' section of our careers site or email

Job ID

Employment Type  Full time