Service Improvement Manager at Internal Board - for Logistics Hourly Paid Employees Only

Ocado is seeking a Service Improvement Manager to oversee high-impact initiatives within Operational Services. The ideal candidate will serve as a bridge between strategic leadership and tactical execution, ensuring efficient teamwork and alignment with business objectives. This role is strategic and hands-on, requiring strong planning, tracking, and execution skills to enhance service operations, automation, and business processes.She will be responsible for:

• Leading and delivering end-to-end initiatives, managing cross-functional teams.
• Identifying and managing dependencies across business functions, optimising workflows.
• Championing digital innovation, leveraging data-led insights to drive continuous improvement.
• Acting as a change agent, challenging the status quo, influencing without authority.
• Planning and executing workload management, balancing sprint planning and resource allocation.
• Prioritising and assessing initiatives using structured frameworks.
• Ensuring governance and adherence to best practices, maintaining structured delivery processes.
• Facilitating stakeholder engagement, ensuring clear communication and knowledge sharing.
• Developing and managing performance metrics and dashboards.

The role requires:

• Proven experience in change, operational service desk tooling, and service management.
• Strong understanding of workload planning and Agile methodologies.
• Experience in IT service management (ITIL) and process optimisation (Lean Six Sigma).
• Proficiency in Atlassian toolset, Jira Service Management, and Confluence.
• Data-driven mindset, using analytics to drive prioritisation.
• Excellent stakeholder management and negotiation skills.
• Ability to manage multiple initiatives simultaneously.

Ocado offers:

• 30 days ‘working from anywhere in the world’ policy.
• Wellbeing support through dedicated apps and an Employee Assistance Programme.
• 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase).
• Pension scheme (various options available including employer contribution matching up to 7%).
• Generous Private Medical Insurance.
• Income Protection and Life Assurance.
• 22 weeks paid maternity/primary parent leave and 6 weeks paid paternity leave.
• Train Ticket loan (interest-free).
• Cycle to Work Scheme.
• Free shuttle bus to and from Hatfield Train Station and Welwyn Garden City Train Station.
• Opportunity to participate in Sharesave and Buy as You Earn share schemes.
• 15% discount on Ocado.com and free delivery for all employees.