At Ocado, our mission is to change the way the world shops, for good - and one of the ways we can make this happen is by establishing centralized operational site support functions in our Fulfilment Centres.
We continue to revolutionize and grow our business in the UK and globally and develop the capabilities we need. We are investing in new systems, processes, and ways of working that will improve, support, and sustain our operations and the Site Support CoE - Operations Lead role will be key in meeting the demands of our clients, at a local and global level. You will work closely with the local Fulfilment Centre and global stakeholders to ensure business systems are fully operational. This provides an efficient service for our clients, avoiding or minimizing any impact to customers.This role provides consistency for our partners to maximize value by delivering improved efficiencies in their operations and utilization of their resources. You’ll be part of a diverse, stimulating environment that allows our teams to be challenged, develop and grow. The role will be site-based working a nominal 40 hours per week spread over a typical Monday to Friday work rota, Some flexibility of these work patterns and hours is expected. The role will be expected to travel both nationally and globally,as required, however, it's expected the majority of the role will be undertaken from CoE operations centers in Sofia.
In this job, I am accountable for:
This role is primarily based within our CoE centers based in Sofia. However, international travel will be required to engage both internal ( Ocado) and partner stakeholders as needed. Providing a key service interface between senior partner teams and the CoEs. Providing services to our clients. Working fully onsite Mon-Friday (8-hour workday with flexible boundaries) Managing client feedback and using it to improve the company’s offerings. Managing escalations and any hindrance or roadblock to providing the required Client services. Delivering post-incident site-based Investigations, reports, and remediation. Defining, documenting, maintaining, and reporting on operational service targets. Defining, organizing, governing, and operating our process of service review and continual improvement. Ensuring compliance with company policies, industry standards, and legal requirements. Delivering operational projects required to support Site Support services. Leading operational standards definition and ownership of documented standards and work practices Establishment of Competency models and training plans to ensure targets are met. Providing management step-up cover for CoE manager and a second in command. Operating as a point of escalation and support for Team Leaders, clients, and Engineering operations. Working closely with the CoE (Centre of Excellence) manager to ensure services are delivered as expected across all KPIs (Response, Resolve, Quality and Improvement). Timely response to queries and requests raised by the client or support teams. Communicating with relevant parties to ensure visibility and a fast resolution at Management and Senior Management levels. Supporting the CoE Manager and Team leaders in the performance management of the CoE team. Supporting CoE shift teams in the delivery of the operation as required. Providing weekly reporting on key achievements, successes, risks, issues and needs. Contributing toward strategic standards, models and initiatives to ensure efficient operations across our CoEs. As a key “Lead” role, you will be expected to contribute to Site Support operational leadership initiatives and strategic goals. Providing cover and support for the wider leadership as required.
What skills, experience and qualifications are key to succeeding in this role?
Minimum 5 years experience in an IT Operational Service Delivery role, engaging with Director level stakeholders on a regular basis. Demonstrable ability to lead small teams, in the delivery of project-based activities. Excellent customer service with good communication skills Personable, open and flexible, and able to follow best business practices. Ability to create good stakeholder and relationship management with the ability to engage at all levels to provide technical updates (in particular in the absence of the Centre of Excellence Manager) Conflict resolution skills to handle client complaints and maintain positive relationships. Experience in technical support, incident support, and site support, hardware and software support Good understanding of computing configurations, ITIL, infrastructure, and the OSI model; ITIL qualification Ability to manage and resolve technical incidents in hardware, software, and networking Confidence in delivering informative, well-organised presentations to senior management Detailed knowledge of OSP operations, covering all MHE and Grid, including key client operational processes. Ability to understand impact and urgency and apply these to work task prioritization.; to drive and progress a situation toward a timely resolution Ability to follow, create and improve documentation, processes, and procedures Strong analytical and problem-solving skills, togethger with strong data analysis skills and decision-making based on operational metrics. Strong command of English language with a confident and assertive approach in public meetings and with more senior staff or stakeholders.
What’s in it for you?
300 BGN monthly social allowance Regular pay review, based on performance 25 days annual leave; A Luxurious Medical Plan, including health & dental coverage and an option to enroll family members; Life and Disability Insurance; Pension contribution; Employee Assistance Program - FREE access to professional consulting services in the field of finance, legal and mental well-being; Enhanced Paternity and Maternity Leave program; Access to Ocado Share Programs.
The Ocado Way:
At Ocado, in everything we do, we strive to offer the very best to our customers - the best service, the best quality and the very best customer experience. That begins with each and every one of us and how we behave.
Our values are Ocado’s DNA; they act as a guide for everything we say and do. ‘The Ocado Way’ develops our values into the details about the way we do things - how we act and work together with each other and our customers. It describes how you need to behave at work to make a real and positive impact on our success.
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