CoE Manager

Location: Purfleet, London

Who We Are

Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). Ocado Group comprises one of the world's largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com. It also provides services to a number of clients globally via it's innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP")

At Client Services, as a part of Ocado Group, we are responsible for providing and operating OSP for 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.

This role is within Ocado's Client Services division and forms part of the Site Support Management team, it's mission being "to support and maintain Ocado's platforms wherever they may be".

Come join us as we build our EMEA management team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.

We are looking for an experienced management professional with a proven background in leading IT provider operations. We are looking for someone with experience in operating services across multiple sites, across multiple clients from a single 24x7 Centre of Excellence (CoE). They will have a demonstrable track record of building highly efficient operations and teams. Service centricity, and a strong ITIL background, is key and a clear understanding and appreciation of how we ensure success for clients is paramount. Key stakeholder and client management capabilities form a significant part of the role. This is a fantastic opportunity to join a team in an expanding international company that is at the cutting edge of technology.

You will have direct line management responsibility for a number of Operational Services Support (OSS) specialists and designated shift leaders. The CoE will operate 24x7/365 utilizing highly skilled specialists and shift leaders. Your primary focus will be to ensure we provide continuous service operations to our clients across the local site and operations at a number of our Micro CFC's. You will be focused on, smashing our service targets while continually seeking improvements and innovating. You will prioritize and coordinate the working practices of the CoE teams while acting as a point of escalation for senior site client engagement. Exceptional team, Service and Customer focus is vital.

What will I be doing?

• Leading, mentoring and driving the performance of your OSS specialists ensuring knowledge and capability is in line with Business demands and the introduction of new technologies.
• Contribute to the development of the business strategy, business planning and execution and should direct the preparation of centre budgets, forecasts and cost management
• Line management of a multi-skilled team including goal setting, development plans and one to one meetings.
• Building the effectiveness, productivity, and performance of the teams.
• Identifying and working to remove obstacles to the team's productivity.
• Managing the Centre of Excellence ensuring all incidents, requests and routines are managed, updated, communicated and escalated as appropriate.
• Ensuring client expectations are managed and that all stakeholders are well informed.
• Building strong site and client relationships, establishing fluid and efficient communications and methods of escalation.
• Regularly review the effectiveness of support handover to Site Support Operations by central project teams, ensuring that appropriate reviews are being conducted and Site support leaders are taking ownership of operational services solutions in satisfactory conditions and to acceptable standards.
• Working with the Site Support EMEA leadership team to influence, shape and implement strategic plans, initiatives and improvements for the department.
• Provide weekly and monthly management and performance reports highlighting areas of success, challenge and improvement.
• Analyze the performance of the team's activities and outcomes.
• Planning and effective delivery of project/continuous improvement initiatives.
• Input to and influence the knowledge management process.
• Develop and maintain a skills matrix around team roles and objectives.
• Maintaining continuity and collaboration across Shift Teams.

What We Would Like You See