Hybrid Domain Architect – Service Management

at Coles Group

• Job title: Domain Architect – Service Management
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow, Splunk
• Location requirements: Hybrid, Hawthorn East, Australia

About the role

• Domain Architect leading design and implementation of Service Management capabilities at Coles. Overseeing integration and automation efforts in complex IT architecture.

Responsibilities

• Develop and maintain the Service Management domain architecture and roadmap, ensuring alignment with enterprise Technology & Business strategy.
• Define architectural blueprints and guardrails for Service Management, Observability and AI Ops platforms, including Asset Management.
• Lead the strategic direction of ServiceNow (ITSM, ITOM, CMDB, ITAM) and Splunk Observability, ensuring integration and automation across platforms aligned to business capability roadmaps.
• Drive end-to-end solution architecture for new and enhanced Service Management, Observability & AI Ops capabilities, use cases and integrations.
• Ensure effective integration between Service Management and Observability platforms to enable full-stack visibility and incident response automation.
• Establish and maintain architecture standards, design patterns, and best practices for Service Management, Observability and AI Ops Platforms.
• Act as a trusted advisor to technical and business stakeholders on Service Management tooling and process design.
• Partner with Command Centre operations, Service Desk, SIAM teams, vendors, and delivery teams to define processes, data flows, and automation that improve incident resolution and reduce service disruptions.
• Provide thought leadership and mentorship to Service Management teams, architects, and operational stakeholders on service reliability, automation, and continuous improvement.

Requirements

• 12+ years’ experience in enterprise IT architecture with strong knowledge of Service Management and Observability domains in large complex organisations (Telco, Finance or Retail preferred).
• Proven experience with automation, AIOps, and event correlation tools to drive proactive service assurance.
• Strong technical knowledge of ServiceNow (ITSM, ITOM, CMDB) and Splunk Observability / Splunk Enterprise and AIOps.
• Familiarity with ITIL processes, SIAM operating models, and modern delivery models (Agile, DevOps, CI/CD).
• Ability to define business, technical and functional strategies and influence executive stakeholders.
• Tertiary qualifications in Information Technology, Engineering, or related disciplines.
• Expertise in architecture frameworks such as TOGAF, Zachman (certification advantageous).

Benefits

• 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.