Manager - Service Management Enablement - 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.

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.

At Coles, we're on a journey to transform our technology landscape and uplift our service management capabilities. As the Manager – Service Management Enablement, you'll play a key role in shaping and embedding enterprise-wide service management practices that support scalable, efficient and customer-focused operations.

About the role:

As a Manager – Service Management Enablement, you will:

• Enhance and mature existing enterprise service management capabilities (e.g. Incident, Problem, Change, Release, IT Service Continuity).
• Lead the design and rollout of new enterprise service management capabilities (e.g. IT Asset Management, Configuration Management, Service Design, Service Transition).
• Partner with Architecture, Infrastructure and Operations teams to ensure new services align with enterprise architecture and tooling standards.
• Define and embed policies, processes and frameworks to enable scalable and sustainable service operations.
• Continuously evolve and improve ITIL processes to ensure they are efficient, measurable and aligned to business needs.
• Champion process consistency across Technology teams and domains, supporting federated operating models.
• Use maturity assessments and performance data to drive targeted improvement initiatives.
• Collaborate with Platform and Tooling teams to optimise ITSM platforms (e.g. ServiceNow), including automation and system integration.
• Identify opportunities for self-service and AI-driven solutions to enhance user experience and operational efficiency.
• Establish service management KPIs, controls and reporting to drive accountability and track performance.
• Ensure compliance with enterprise policies, audit requirements and regulatory obligations.
• Engage with Technology and business stakeholders to align service management improvements with strategic and operational goals.
• Provide coaching and support to process owners and service delivery teams to embed best practice ways of working.

About you and your skills:

You'll bring a strong background in IT Service Management and a passion for driving enterprise-wide improvements, including:

• 5–8 years of experience in IT Service Management, with a proven track record of designing, implementing or evolving ITIL processes at scale.
• Demonstrated experience leading enterprise-wide improvement initiatives across multiple ITIL capabilities (e.g. Change, Incident, Problem, Release).
• Hands-on experience implementing new service domains (e.g. IT Asset Management, CMDB, Knowledge Management).
• Familiarity with complex enterprise environments, federated service delivery models and multi-vendor ecosystems.
• Proven ability to engage and influence a wide range of stakeholders, from technical leads to senior executives.
• Experience working with or configuring ITSM platforms (e.g. ServiceNow, BMC Remedy, Cherwell), including automation and workflow optimisation.
• Tertiary qualifications in Information Technology, Business or a related discipline.
• ITIL v4 Foundation certification highly desirable (Practitioner or Managing Professional preferred).
• Strong process design, documentation and analysis skills, with a focus on scalability and continuous improvement.
• Proficiency in using service management tools and dashboards to monitor performance, compliance and SLAs.
• Understanding of broader enterprise Technology functions (e.g. Infrastructure, Security, Architecture, Delivery).
• Strong communication, facilitation and change management capabilities.
  
  #LI-DIG3

• 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.

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: 166053

Employment Type: Full time