Service Delivery Manager
2 weeks ago
**
**Service Delivery Manager - Spanish Speaking**
Our teams are putting the world's retailers online using the cloud, robotics, AI, and IoT. We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), this drives our highly automated, multi-million pound Customer Fulfilment Centres (CFCs).
***Job Summary**:
Service Delivery Managers are responsible for building partnerships with all internal and external stakeholders to provide the face of Operational Services. This includes conducting regular service reviews with our OSP Partners with the purpose of continuous improvement to the support processes and services offered by Operational Services and the wider Partner Success teams.
***Accountabilities**:
- Build partnerships with internal and external stakeholders of all levels to provide the face of Operational Services.
- Develop a strong awareness of the Ocado business model and strategy towards Partners.
- Conduct service reviews including contractual SLA adherence reviews and continual feedback loops, with retail Partners.
- Work closely with the Operations Reporting team to ensure sufficient data is prepared for any meetings.
- Provide feedback to key areas of the business regarding their functions e.g. incident volumes/impact
- Represent Partners/stakeholders in any discussions, particularly regarding support processes/tools.
- Requirement for travel to visit international Partners for review meetings, anticipated to be within the EU.
- Continuous improvement of Operations Service Support function.
***Skills, Experience and Qualifications**
- Spanish speaking
- ITIL 4 Foundation certification as a minimum.
- Solid experience in understanding and reporting Service Level Agreements (SLAs) and/or Service Level Objectives (SLOs) using Service Level Indicators (SLIs).
- Comfortable and confident at liaising with Partners, 3rd party support vendors and staff of all levels across the company.
- Able to work on your own initiative when required, as well as in a team.
- Strong industry knowledge, understanding and experience including but not limited to - Service Management principles and methodology.
- Proven ability to influence cross-functional teams without formal authority.
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