Hybrid Service Operations Lead

at Coles Group

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

About the role

• Service Operations Lead responsible for leading technology services in retail operations across supermarkets and liquor. Ensuring service stability, performance monitoring, and operational support.

Responsibilities

• The Service Operations Lead is responsible for leading the day-to-day delivery, monitoring, and optimisation of technology services that support the Group’s retail operations across supermarkets, liquor, and group platforms.
• The role ensures services are stable, reliable, and aligned with service level expectations and business priorities.
• Reporting to a Senior Service Manager or Group Operations Manager, the Service Operations Lead oversees key operational processes — including incident, problem, and change management — ensuring timely resolution of issues to minimise disruption to business operations.
• Working closely with engineering, product, and vendor teams, the role coordinates technical support activities, monitors service performance, and drives continuous improvement to enhance service quality and availability

Requirements

• Proven experience in technology or operations delivery within large, complex organisations.
• Min 10 years proven experience in performing operational production support leadership across a large domain/function.
• Strong understanding of IT Service Management (ITSM) & ITIL practices with a focus on Incident, Problem, Change and Service Request.
• Understanding of the SIAM framework, experience in working within a SIAM model at an enterprise level desired.
• Demonstrated ability to manage service stability and lead cross-functional resolution during critical incidents.
• Proven technical background in enterprise platforms to support incident triage, root cause investigation and understanding of underpinning technology services.
• Excellent stakeholder management, communication, and influencing skills.
• Ability to operate effectively in a matrix environment without direct people management responsibility.
• Experience monitoring and improving service performance through metrics and analytics.
• Excellent stakeholder management and vendor coordination skills.
• Strong analytical, problem-solving, and communication skills.
• Experience leading teams in high-availability operational environments.
• Tertiary qualification in Information Technology, Business, or related discipline.
• ITIL Foundation (or higher) certification.
• Experience in Service Management tools (e.g., ServiceNow), Agile and DevOps practices desirable.
• Experience and understanding of all aspects of technology’s broader operational environment (i.e., processes, procedures, associated toolsets, operating systems, cloud environments, integration tools, SaaS services and underpinning infrastructure services, etc.

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.