We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 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.

ABOUT YOU AND YOUR SKILLS

• 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.

ABOUT THE ROLE

As the Head of Service Management, you will define and drive the enterprise-wide Service Integration and Management (SIAM) strategy to ensure consistent, effective and value-driven service delivery across all technology domains.
This role will be responsible for establishing the strategic direction for the design and implementation of new and enhanced ITSM practices and enterprise services, as well as developing and maintaining a long-term roadmap for the for capability uplift that are in line with enterprise priorities.

KEY RESPONSIBILITIES INCLUDE

• 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.