Service Assurance Shift Leader

1 week ago

Hatfield, United Kingdom Ocado Group Full time

**IT Service Assurance Shift Manager, Hatfield ( Hybrid Working )**

**About Us**

We’re Ocado Technology. We architect and build ground-breaking, game-changing technology solutions. We don’t do off-the-shelf. We don’t do easy. We are writing, building and running all our own software systems, we’re constantly pushing the limits of what technology can do.

**About the role**

We are looking for an enthusiastic Shift Manager with a proven background in Operational support and incident management to work in our Service Assurance Operations Centre. This is a fantastic opportunity to join a team in an expanding international company that is at the cutting edge of technology. The Ocado Smart Platform is our new modular and scalable solution for building our automated warehouses which we will use to put some of the largest retailers around the world online using our disruptive business model.

We operate 24/7 365 and so this is a shift based role. You will have direct line responsibility for your shift team comprising Incident Management and Service Assurance Specialists. Your primary focus will be to prioritize and coordinate the day to day working practices of the Incident Managers and Service Assurance Team dealing with competing customer demands whilst working with the other Shift Leaders to provide shift continuity and exceptional customer service.

**About you**
- Previous experience in a leadership role within an Operations Centre managing both a Major Incident Team and Service Desk teams in a highly technical and Agile environment.
- Significant experience in Change, Major Incident and Problem Management gained in an ITIL-based organisation. It is expected that the post-holder will have relevant ITIL qualifications.
- Strong KPI focus - Reporting and monitoring skills. Ability to identify and analyse process-related metrics.
- Strong problem-solving skills.
- Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
- A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards.
- Self-motivated, able to deliver under deadlines and multi-task under pressure.

**What will I get in return?**

**We're in it together, we are proud of what we, can do even better

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