Service Delivery Lead - Workplace Productivity

We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.

About the team

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.

Coles Technology is at the heart of how we use technology to create better experiences for our customers and team members. Within Workplace Applications, we operate and evolve the enterprise platforms that help our teams collaborate, deliver and work effectively across Coles Group.

This role sits within a highly connected environment, partnering across Enterprise Technology Services, Cyber Security, Architecture, Privacy, Legal, Data and Responsible AI, as well as business teams, service partners and technology vendors.

About the role

As the Service Delivery Lead, you will provide hands-on technical leadership and platform management across Jira, Confluence, Jira Service Management, associated Atlassian tooling and enterprise AI services including ChatGPT. Your focus will be the ongoing operation, administration, maintenance and lifecycle management of these platforms.

You will be the senior technical escalation point for complex platform issues, with a focus on service reliability, platform health and continuous improvement. You will help shape platform roadmaps and strengthen governance so services remain secure, resilient and supportable.

This is a hands-on platform management role, working closely with engineers, service partners, technology vendors and governance stakeholders to maintain effective day-to-day operations and deliver controlled platform improvements.

• Own platform administration, configuration standards, guardrails, service models and lifecycle plans across Atlassian and enterprise AI services.
• Lead complex platform incidents, root-cause investigations and technical escalations, driving problem remediation to improve service reliability.
• Oversee platform integrations, automation, maintenance, upgrades and releases, ensuring production changes are controlled and supportable.
• Embed security, identity and access, privacy, data protection and Responsible AI controls into platform configuration and operational processes, partnering with relevant stakeholders.
• Maintain platform roadmaps and prioritise service improvements, assessing new capabilities against operational needs, business value, risk and supportability.
• Maintain operational documentation and platform knowledge, mentoring engineers and service partners to support consistent administration and incident response.
• Manage technical relationships with Atlassian, OpenAI and other service providers to resolve service issues, coordinate platform changes and drive service improvements.

About you and your skills

You are an experienced, hands-on platform technical leader with strong operational judgement. You can manage enterprise services through their lifecycle, resolve complex platform issues and translate service needs and risks into practical improvements.

You work effectively with stakeholders, vendors and service partners to deliver secure, reliable and supportable platforms.

• Demonstrated experience in enterprise SaaS platform management and technical leadership within a large, complex environment.
• Hands-on administration, configuration, maintenance and support experience across Jira, Confluence, Jira Service Management and related Atlassian capabilities.
• Experience administering, supporting or governing enterprise AI platforms such as ChatGPT Enterprise or comparable services, with an emphasis on operational controls and supportability.
• Strong capability across incident resolution, root-cause analysis, problem management, platform integrations, automation and controlled production change.
• Practical experience applying SaaS governance, identity and access, security, privacy, data protection and enterprise risk controls to platform operations.
• Working knowledge of Responsible AI principles and how to apply relevant controls in the administration and operation of enterprise AI services.
• Experience applying ITIL-aligned incident, problem, change, release and service-management practices to ongoing platform operations.
• Strong stakeholder and vendor-management skills, with the ability to coordinate service partners and communicate platform issues, risks and improvement priorities to technical and non-technical audiences.
• A tertiary qualification in IT, Engineering or a related discipline, or equivalent industry experience. Relevant Atlassian, cloud, security, service-management or AI governance certifications are desirable.

If you’re passionate about managing secure, resilient enterprise platforms and continuously improving the services teams rely on, we’d love to hear from you.

What’s in it for you?

- 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.

About the recruitment process

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 [email protected]

Job ID: 199126

Employment Type: Full time

#LI-DIG1