Technology Service Operations Lead

19 hours ago

Docklands, Victoria, Australia Wesfarmers Health Full time $120,000 - $180,000 per year

Job description:

About us:

What began in 1910 as a small co-operative of just three pharmacies has grown into Wesfarmers Health—a leading Australian organisation in health, beauty, and wellness.

Today, Wesfarmers Health proudly employs over 3,600 team members, all committed to delivering accessible, innovative, and trusted health and beauty services to Australians nationwide, across retail, medi-aesthetics, digital health, and wholesale and supply chain operations.

What you'll do:

We have a newly created opportunity for a Technology Services Operations Lead to join the team. Reporting to the Head of Technology – Service Delivery, Operations & Infrastructure, the successful candidate will be responsible for overseeing, optimising, and executing our IT Service Management (ITSM) practices and processes, ensuring effective and efficient delivery of IT services, performance reporting, and visibility of technology risk.

Other key responsibilities include:


• Harmonise and streamline how IT services are engaged across our Retail, Wholesale, Supply Chain, and Corporate business functions—including externally to our franchise retail pharmacy network.


• Lead the management and continuous improvement of core support processes, including Incident, Problem, Change, and Event Management.


• Collaborate with Digital and Technology teams, business stakeholders, and external vendors to align the IT service delivery approach.


• Provide direct oversight and hands-on operation of the critical/major incident management process.


• Oversee the methods in which teams operate across ServiceNow for incident, problem, and change management, and JIRA for digital delivery functions.

What you'll bring:


• Proven experience in IT Service Management, with a strong focus on Incident, Problem, Change, and Event Management—ideally in a fast-paced Retail or FMCG environment.


• Practical application and hands-on experience managing and administering ServiceNow, JIRA, and Confluence platforms.


• ITIL Foundation certification required; advanced ITIL certifications (e.g., ITIL Expert) preferred.


• Excellent analytical, problem-solving, and process improvement skills.


• Demonstrated ability to lead teams and manage cross-functional projects.


• Strong communication and stakeholder management skills with the ability to influence.

Why us?


• Access to employee benefits across Wesfarmers, including team member discounts at Bunnings, Kmart, Target, Officeworks, OnePass, Priceline, and Clear Skincare Clinics.


• Ongoing professional development and career opportunities across the Wesfarmers Health Division and the broader Wesfarmers Group.


• Novated leasing options.


• Access to our Employee Assistance Program (EAP)—available to all team members and their immediate family members, 24/7, 365 days a year.


• Beautiful outdoor terrace for work and recreation.


• Food, coffee, and health & wellbeing facilities onsite, including a landlord-operated gym.


• Dedicated end-of-trip facilities (cycle racks, showers, lockers).

Aboriginal and Torres Strait Islander Applicants

Wesfarmers Health aims to become an employer of choice for First Nations Australians, through investments that attract, empower, and retain First Nations team members within our stores, distribution centres, clinics, and corporate offices.

As part of the Wesfarmers group, we provide authentic support through a diverse range of programs and initiatives designed to empower you on your journey towards personal achievement and professional advancement.

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