Ocado Group is hiring an

Operational Services Authority

Andover, United Kingdom

“We are on a mission to transform the future of grocery retail through sustained technology innovation.”

At Ocado Solutions and Client Services, we are responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business.

Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world, redefining the customer grocery experience through the adoption of a centralised, automated model of online retailing provided by the Ocado Smart Platform.

About the role:

This role reports into the Operational Services Manager and forms part of the Global Operational Services Team within Client Services. The holder of this role will be responsible for the delivery of effective operational systems & technical training, helping to build & onboard teams, assisting with new site transitions into production and ongoing service improvement as part of the Global Operational Services Team.

This role may involve international & national travel.


What you will be doing:

For this unique role you will need a technical awareness and will learn Ocado’s operational systems deployed within our high tech warehouses. Within this role you will have a unique perspective on the setup and operations of an Ocado Smart Platform (OSP) warehouse as well as Operational Systems Support (OSS) teams.. More so than anyone else working within an OSP warehouse as you will be working across different disciplines; Engineering Operations, Technical Support and Business Operations.

This role will require you to use your operational awareness ensuring the effective onboarding of OSS teams throughout the entire onboarding process. You will be interviewing, managing, organising and tracking the onboarding of new staff, as new OSS teams are established across the world. 

The objective of this role is to ensure OSS teams are fully prepared to provide systems supporting services as required to Ocado’s customers and clients.

  • Managing and delivering an effective onboarding process to enable the quick and effective establishment of an OSS new team.
  • Engaging with new staff to measure the success of the onboarding process.
  • Assisting with the development, building and delivery of a suitable technical environment for OSS teams
  • Assisting with the transition of new site systems into production
  • Always maintaining a high level of business operations & technical knowledge for our high tech CFC warehouses and keeping up to date with changes.
  • Ensuring a consistent, aligned and up to date systems training programme is achieved for delivery to OSS teams wherever they may be.
  • Ensuring Ocado values are maintained as part of an onboarding programme
  • Creating, maintaining and improving relevant training material
  • Ensuring OSS teams are trained and meet with the appropriate health & safety, induction requirements wherever those teams may be. 
  • Collaborate with business constituents, project teams, OSS staff and stakeholders as needed to ensure that appropriate processes and procedures are embedded, aligned and managed effectively.
  • Continuously evaluates technical systems & technical training requirements, processes and procedures to ensure they meet requirements, whilst agreeing and planning any updates and releases ensuring global alignment and service improvements.
  • Working closely with members of the Global Operational Services team to achieve the desired outcome for the team
  • Liaising closely with other technology teams within Ocado to achieve the desired outcome and be the main point of contact for related queries.

What we would like to see:

  • Able to engage with the stakeholders at all levels to provide technical updates, engage with technical and systems requests.
  • Strong time management & organisational skills
  • Experience in the interview process
  • Experience in a technical environment
  • An understanding of computing systems & configurations
  • Able to understand the implications of a technical or otherwise situation and how this may  impact on business services
  • Able to engage effectively and efficiently with business staff at all levels, ensuring tasks progressed in a timely fashion meeting business requirements
  • Ability to follow and create documentation, processes and procedures 
  • Strong verbal and written communication skills at all levels 
  • Strong ability to engage with people and effectively deliver technical & systems training.
  • Strong problem solving skills 
  • Willing to travel nationally & internationally

You may be asked to perform tasks as required by management deemed as a reasonable request. This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job.

What we are looking for

  • Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests
  • Strong time management skills
  • Strong organisational skills
  • Experience in a technical support capacity
  • Experience in hardware support
  • A good understanding of computing configurations, ITIL, infrastructure and the OSI model 
  • Able to drive and progress a situation towards a timely resolution
  • Able to engage effectively and efficiently with business staff at all levels, ensuring work is progressed in a timely fashion meeting business requirements
  • Ability to follow and create documentation, processes and procedures 
  • Strong verbal and written communication skills at all levels 
  • Strong technical communication ability
  • Strong analytical skills
  • Strong problem solving skills 
  • Self starter 
  • Ability to learn and think quickly as well as being very hands on when required.
  • Experience in a technical support / incident management role.
  • Ability to manage and resolve technical incidents in hardware, software and networking.

What we can offer you

Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. Within our flexible environment we can offer technically stretching work, a competitive salary and share schemes. Benefits include pension scheme, Ocado retail staff discounts. 

Due to the energising nature of Ocado's business, vacancy close dates, when stated, are indicative and may be subject to change so please apply as soon as possible to avoid disappointment. 

Please note: If you have applied and been rejected for this role in the last 6 months, or applied and been rejected for a role with a similar skill set, we will not re-evaluate you for this position. After 6 months, we will treat your application as a new one. 

Be bold, be unique, be brilliant, be you. We are looking for individuality and we value diversity above gender, sexual orientation, race, nationality, ethnicity, religion, age, disability or union participation. We are an equal opportunities employer and we are committed to treating all applicants and employees fairly and equally.