Service Assurance Operations & Training Manager
Ocado
Hatfield, Hertfordshire, UK
2d ago

Service Assurance Operations & Training Manager

at Ocado Group Hatfield, Hertfordshire, UK

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.

What we are looking for :

We are looking for an enthusiastic and motivated individual with a proven background in leading and embedding a training framework, creating all relevant training material to both internal and external stakeholders working within our Client Services Operations Centre.

This is a fantastic opportunity to work within 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 highly automated warehouses which we will use to put some of the largest bricks and mortar retailers around the world online using our disruptive business model.

Your primary role will be creating a training framework, ensuring all relevant material is developed, maintained and understood by all stakeholders.

What you will be doing :

  • Lead and embed a training and knowledge transfer framework for both external facing clients (multi lingual) and internal stakeholders.
  • Provide a documentation and presentation framework that is consistent with best practices.
  • Create, develop & maintain training material for internal and external stakeholders
  • Provide detailed documentation suited for both internal and external audiences including but no limited to tooling, process and product knowledge.
  • Ensure all process activities across the Operations Center comply with contractual obligations and are addressed and fulfilled by the various functions.
  • Ensure identified concerns, problems and risks are controlled and dealt with in an effective and efficient way that supports business objectives and customer satisfaction.
  • Contribute to the future service strategy through the influence of best in class, quality documentation and process.
  • Liaise and coordinate with different elements of the Operations Center and Service Management to provide quality direction, guidance and support.
  • Work closely with the transition team to onboard new services and client support into the Operations Centre.
  • What we would like to see :

  • Previous experience on building and delivering a training framework.
  • Extensive knowledge on delivering and documenting training material.
  • Demonstrable knowledge of process management and delivery to process within a complex agile environment.
  • Strong verbal and written communication, robust interaction with stakeholders and other members of the team.
  • Customer-focused with the ability to identify and understand and deliver to the customer’s needs.
  • Can convey complex messages to a broad audience consisting of non-technical and technical groups.
  • Analytical, problem solving and decision-making skills;
  • Ability to understand, explain and enhance internal tooling processes.
  • Accountability and ownership, prioritising own workload.
  • Work well with others and actively contribute toward team objectives.
  • Demonstrate a proactive approach and get things done.
  • Ability to apply learned skills, awareness beyond the immediate area / role.
  • Ability to work under pressure, flexible, positive and focused during times of change.
  • Demonstrable knowledge of Jira Service Desk and Confluence or equivalent ITSM tooling.
  • 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, train season ticket loan (interest-free), free shuttle bus from Hatfield train station and of course, healthy 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.

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