Head of Service Management

6 months ago

Hatfield, United Kingdom Ocado Group Full time

**_Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status._**

**Why Ocado?**

At Ocado Logistics, your well-being is our priority. We are committed to nurturing your holistic development and ensuring your journey with us is fulfilling. Our comprehensive benefits package includes a healthy work-life balance, extensive healthcare coverage, competitive salaries, and exclusive employee discounts. We understand the importance of financial security in providing stability and peace of mind. Join Ocado Logistics today and become a part of a culture that wholeheartedly values and supports your well-being throughout every stage of your career.

**About us**:
Ocado Logistics is the beating heart of our UK business, comprising a network of cutting-edge warehouses, spokes, and offices across the country. Our customer-centric approach is fueled by a passionate team dedicated to delivering an exceptional shopping experience. With a focus on our people, we drive business results and maximise the value of our employees. At Ocado Logistics, we prioritise meeting the needs and fostering the spirit of our workforce.

**About the role**:
Ocado Logistics, a pioneering leader in the logistics industry, is seeking an accomplished Head of Service Management to join our dynamic culture. As a company at the forefront of technological innovation, we are dedicated to delivering exceptional services to our customers. We believe in fostering a corporate culture that values excellence, continuous improvement, and customer-centricity. As the Head of Service Management, you will play a pivotal role in establishing and leading a self-sufficient Service Management organisation committed to delivering unparalleled technology solutions. This is a unique opportunity to build out a new team that shapes the future of technology for logistics.

**Key Responsibilities**:

- Strategic Leadership: Provide strategic leadership to our UK-wide Service Management team, offering guidance and oversight to ensure operational excellence.
- Team Optimisation: Oversee the setup and continuous optimisation of the team structure, size, and roles, aligning with the evolving business landscape.
- Stakeholder Collaboration: Cultivate and maintain robust relationships with customers and stakeholders, actively contributing to the development, launch, and maintenance of critical technology services.
- Risk Management and Efficiency: Spearhead initial and ongoing risk management initiatives, drive efficiency improvements, and actively contribute to budget planning.
- Cross-functional Collaboration: Collaborate closely with related functions, coordinating and monitoring resources and actions to ensure seamless dependencies.
- Process Standardisation: Establish and operate standardised ITIL processes and systems, working collaboratively with Support and Service Delivery teams to embed these methodologies.
- Knowledge Transfer Excellence: Take ownership of knowledge transfer activities, ensuring operational teams are equipped with the requisite skills and knowledge for new services.
- Continuous Improvement Champion: Demonstrate a commitment to continuous improvement, identifying areas of risk, and driving sustainable improvements for enhanced service and operational efficiency.
- Corporate Support: Provide invaluable support to other teams, fostering a collaborative and results-driven corporate environment.
- Vendor Management. Collaborate with vendors to deliver beneficial logistics value outcomes.

**About you**:

- Minimum 7 years of extensive experience in Service Management or Operations.
- Possess formal ITIL v2/v3/v4 qualifications in an appropriate Service Management area.
- Hold a Bachelor's degree.
- Proven experience in managing service launches/transitions/projects using recognised project methodologies (e.g., Agile / Waterfall).
- Demonstrable success in delivering business change, including matrix management of project/workstream teams.
- Previous exposure to service readiness, introduction, or transition management roles.
- In-depth understanding of new technologies, especially Cloud-based solutions.
- Exemplary customer service-focused approach.
- Strong interpersonal skills, initiative, effective communication, negotiating ability, influencing, and team working.
- Self-motivated with a positive attitude and strong work ethic.
- Ability to operate independently and effectively, making progress on tasks while navigating process and project ambiguity.
- Proven ability to build and maintain strong interpersonal relationships at all levels of an organisation.
- Strong presentation skills.

**What we offer you**:
Our award-winning recognition scheme celebrates your contributions. Your well-

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