Head of Technology - Service Management - Hawthorn East
- Hawthorn East, VIC East Melbourne, VIC
- Permanent
- Full-time
- Lead the Technology Experience team to enhance end-user satisfaction, service usability, productivity and accessibility through user insights, journey mapping and service design.
- Create and oversee the Integrated Service Operations function to ensure high availability, rapid resolution, and seamless integration of service activities across teams
- Drive improvements in service performance through robust monitoring, reporting, service level management and experience level management practices.
- Develop and mature service management capabilities such as Service Design (e.g. availability, capacity, continuity management) and Service Transition (e.g. asset management, config management, release management etc)
- Guide strategic development and adoption of service management platforms (e.g. ServiceNow), including investment in automation, AI and self-service capabilities.
- Establish governance and configuration standards for platform modules to ensure consistency, scalability and audit readiness.
- Extensive commercial experience in IT Service Management or related roles, including at least 3 years in a senior leadership capacity within a large, complex organisation.
- Proven experience designing and leading enterprise service integration and management frameworks across federated environments.
- Strong track record in uplifting ITIL capabilities at scale and introducing new service domains such as Asset, Configuration and Knowledge Management.
- Experience leading multidisciplinary teams, including service operations, experience design and platform/product owners.
- Demonstrated success in implementing enterprise ITSM platforms and enabling automation, AI/ML, or self-service capabilities.
- Experience working in or with shared services, multi-vendor ecosystems, or IT outsourcing environments.
- ITIL v4 Managing Professional or Strategic Leader certification highly desirable.
- Strong strategic thinking and planning capabilities, with a demonstrated ability to influence cross-functional technology strategies.
- Advanced leadership and stakeholder engagement skills, with a focus on collaboration across business and technical teams.
- Excellent understanding of ITSM tools (e.g. ServiceNow), process automation, and service experience metrics.
- Ability to blend customer-centric design thinking with operational rigour and governance.
- Tertiary qualifications in Information Technology, Business, Engineering, or a related discipline.
- 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 hot deals 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.