Service Improvement Manager

This posting is for hourly paid logistics employees to apply through.

Service Improvement Manager II Hatfield II Hybrid (2 days in the office) 

About Us

Our teams are putting the world’s retailers online using the cloud, robotics, AI, and IoT. We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform (""OSP""), this drives our highly automated, multi-million pound Customer Fulfilment Centres (CFCs). In our CFCs - together with the proprietary software applications - we operate a world-class online grocery business that automates the single pick of products, ready for your online delivery.

About the Role

Are you passionate about driving strategic initiatives, optimising workflows, and improving service operations? Do you thrive in high-paced environments, balancing multiple priorities, stakeholder demands, and team workload planning?

As a Service Improvement Manager within Operational Services, you will oversee the execution of multiple high-impact initiatives, ensuring effective workload prioritisation, sprint planning, and process optimisation. You will act as the bridge between strategic leadership and tactical execution, ensuring that teams are working efficiently while aligning with business objectives.

This role is both strategic and hands-on, requiring a strong ability to plan, track, and execute work streams while improving service operations, automation, and business processes.

What you will be doing 

• Lead and deliver end-to-end initiatives, managing cross-functional teams and aligning stakeholder expectations across business units in an enterprise environment.
• Identify and manage dependencies across business functions, ensuring seamless integration while optimising workflows through automation and tooling enhancements.
• Champion digital innovation, leveraging data-led insights, best practices, and emerging tools to drive continuous improvement and operational efficiency.
• Act as a change agent, challenging the status quo, influencing without authority, and securing buy-in for improvement initiatives.
• Plan and execute workload management, balancing sprint planning, resource allocation, and capacity forecasting to meet critical deadlines efficiently.
• Prioritise and assess initiatives using structured frameworks (e.g., MoSCoW, RICE) and conducting impact assessments to evaluate feasibility, benefits, and required effort.
• Ensure governance and adherence to best practices, maintaining structured delivery processes, compliance standards, and transparent reporting.
• Facilitate stakeholder engagement, ensuring clear communication, training, documentation, and knowledge sharing across teams.
• Develop and manage performance metrics and dashboards, providing visibility into progress, impact, and areas for improvement.

About you

• Proven experience and a strong background in change, operational service desk tooling, service management, optimisation, and transformation initiatives in a fast-paced growth-focused environment.
• Proven experience in service improvement, strategic delivery or programme roles, balancing execution and stakeholder alignment.
• Strong understanding of workload planning, sprint management, and Agile methodologies.
• Experience in IT service management (ITIL), process optimisation (Lean Six Sigma), and structured execution (PRINCE2, Agile, or equivalent frameworks).
• Proficiency in Atlassian toolset, Jira Service Management, Confluence, Jira Software, Advanced Roadmaps or other workload planning and execution tracking tools.
• Data-driven mindset, using analytics to drive prioritisation and efficiency improvements.
• Excellent stakeholder management & negotiation skills, ensuring initiatives are aligned with business objectives and priorities.
• Ability to manage and plan multiple initiatives simultaneously, balancing strategic and operational priorities.

Soft Skills

• Adaptable and flexible to meet new challenges with the ability to work on multiple tasks simultaneously
• Prioritising tasks to meet shifting priorities, fluctuating workloads, and deadline pressures.
• Ability to adapt and change and learn new tools and skills.
• Self-motivated, able to deliver under deadlines and multi-task under pressure
• Driven to provide exceptional customer service.
• Self-starter with a passion for personal development and continuous improvement
• Team oriented
• Excellent verbal and written communications skills
• Strong communication, organisation, and presentation skills

What we 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. We regularly review our benefits to ensure we are supporting our employees appropriately.

• 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 (within the first month of joining!)
• Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary) 
• 22 weeks paid maternity/primary parent leave and 6 weeks paid paternity leave (once relevant service requirements complete) 
• Train Ticket loan (interest-free)
• Cycle to Work Scheme
• Free shuttle bus to and from Hatfield Train Station to the Hatfield offices 
• Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices
• Opportunity to participate in Sharesave and Buy as You Earn share schemes
• 15% discount on Ocado.com and free delivery for all employees (within the first month of joining!

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.

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