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.

Service Delivery Lead

About the role:

We’re seeking an experienced Service Delivery Lead to champion the successful delivery of operational initiatives, technology enablement, and continuous improvement programs across the Group’s retail businesses — including supermarkets, liquor, and group platforms.

This role sits within the operations portfolio and plays a critical part in ensuring delivery outcomes are achieved efficiently, predictably, and in alignment with business objectives and service stability requirements. You’ll provide leadership and oversight across multiple concurrent initiatives, coordinating resources, managing dependencies, and elevating communication across delivery teams.

Partnering closely with Product, Engineering, and Service Management leaders, the Service Delivery Lead embeds disciplined IT service management and delivery practices, uplifts governance, and strengthens operational capability to ensure changes are introduced safely and effectively.

Key Responsibilities:

Lead collaboration, planning, and delivery excellence

• Lead the planning and delivery of operational initiatives, ensuring alignment with business objectives, risk management, and governance standards.
• Deliver operational outcomes that contribute directly to the Group’s strategic objectives and continuous improvement of retail technology services.
• Oversee delivery across multiple streams, managing dependencies and ensuring efficient allocation of resources.
• Ensure delivery outcomes are achieved on time, within budget, and scope.

Drive operational uplift and continuous improvement

• Identify and implement improvement programs that enhance operational performance, service stability, and delivery predictability.
• Support planning and execution of operational initiatives, maintaining alignment with governance standards and risk controls.
• Coordinate activity across engineering, service management, and delivery functions to strengthen cross‑functional alignment.
• Champion consistent use of delivery frameworks, tools, and processes.

Engage, influence, and communicate

• Partner with business, product, and technology stakeholders to ensure clear scope, prioritisation, and expectation setting.
• Facilitate transparent communication on progress and outcomes.
• Support knowledge sharing and best‑practice adoption across operations teams.
• Key People Metrics: Employee Engagement Score, Team Performance KPIs, Retention Rate.

Uplift governance, risk management, and financial stewardship

• Ensure adherence to governance frameworks and support identification, tracking, and mitigation of delivery risks.
• Provide accurate, timely reporting on progress, risks, and outcomes.
• Track expenditure against forecasts and support cost optimisation.
• Support business cases for release‑related investments and automation initiatives.
• Key Delivery Metrics: Risk mitigation effectiveness; strong audit and compliance outcomes.

About you and your skills:

• Proven experience in technology or operations delivery within large, complex organisations.
• Demonstrated experience delivering IT Service Management (ITSM) maturity across a function or domain.
• Strong understanding of ITSM processes and delivery methodologies (Agile, Waterfall, Hybrid).
• Ability to coordinate multiple initiatives and manage cross‑team dependencies.
• Experience improving delivery governance, efficiency, and predictability through structured frameworks.
• Excellent stakeholder management, communication, and influencing skills.
• Strong analytical and problem‑solving capabilities with a focus on outcomes and service quality.
• Ability to operate effectively in a matrix environment without direct people‑management responsibility.

• Tertiary qualification in Business, Information Technology, or a related discipline.
• ITIL certification (mandatory).
• Participation in IT Service Management industry forums (desirable).
• Certifications in project or delivery management (PMP, PRINCE2, Agile Delivery Lead, SAFe) are highly desirable.

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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: 174657

Employment Type: Full time