Service Enhancement Lead

4 weeks ago

Hatfield, Hertfordshire, United Kingdom Ocado Group Full time
About Us

At Ocado Group, we are revolutionizing the retail landscape by leveraging cutting-edge technologies such as cloud computing, robotics, artificial intelligence, and the Internet of Things (IoT). Our innovative Ocado Smart Platform ("OSP") enables us to deliver exceptional services to our partner clients worldwide, driving the efficiency of our highly automated Customer Fulfilment Centres (CFCs). Through our proprietary software applications, we operate a premier online grocery service that automates the picking of products for seamless delivery.

About the Role

As a Service Enhancement Lead within the Service Assurance Operation Centre, you will be responsible for defining and managing a strategic initiative roadmap that aligns with our organizational objectives, fostering the growth of Service Assurance.

Your role will involve analyzing specific business initiatives and proposing effective solutions for enhancements through streamlining processes, automation, or operational tooling modifications. You will also be tasked with developing and overseeing measurements, metrics, and dashboards to track progress.

Key Responsibilities
  • Oversee initiatives from inception to completion, leading cross-functional teams across various business units in a large-scale environment.
  • Implement targeted initiatives while identifying and managing dependencies and interactions between different business functions.
  • Act as a digital champion, passionate about new concepts, best practices, and tools, employing a data-driven approach to analytics and problem-solving.
  • Serve as a change agent, comfortable with challenging existing processes and influencing stakeholders to gain support for improvement initiatives.
  • Engage effectively with senior stakeholders to ensure successful delivery of initiatives, including governance, communication, training, documentation, and reporting.
  • Provide innovative solutions for enhancements through a combination of process optimization, automation, or operational tooling adjustments.
  • Develop and manage key performance indicators, metrics, and dashboards.
Required Qualifications
  • Demonstrated experience and a robust background in change management, operational service desk tools, service management, optimization, and transformation initiatives within a dynamic, growth-oriented environment.
  • Proven ability to conduct, facilitate, and lead discovery sessions, with a successful track record in delivering change, process, and operational tooling transformations.
  • Familiarity with the Atlassian toolset is advantageous.
Essential Soft Skills
  • Ability to adapt and remain flexible in the face of new challenges, managing multiple tasks simultaneously.
  • Strong prioritization skills to navigate shifting priorities, varying workloads, and tight deadlines.
  • Willingness to learn new tools and skills, demonstrating adaptability.
  • Self-motivated with the capability to deliver results under pressure and manage multiple tasks effectively.
  • Commitment to providing outstanding customer service.
  • Proactive in personal development and continuous improvement.
  • Team-oriented with excellent verbal and written communication skills.
  • Strong organizational and presentation abilities.
What We Offer

We prioritize the well-being of our employees and offer a comprehensive benefits package that includes:
  • Hybrid and flexible working arrangements.
  • Private healthcare coverage.
  • Car salary sacrifice and Cycle to Work schemes.
  • Exclusive discounts on shopping and groceries from leading brands.
  • Access to a range of travel, retail, and leisure discounts nationwide.
  • Enhanced maternity and paternity leave policies.
  • Robust pension scheme with matching contributions.
  • Employee Assistance Programme.

Join Us
At Ocado Group, we are committed to excellence and continuous improvement, and we take pride in our collaborative culture.

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