What are the responsibilities and job description for the Service Assurance Manager (America) position at Ocado Group?
At Ocado Client Services we are responsible for providing the aftercare support of 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.
We are looking for an enthusiastic leader with a proven background in Operational support and incident management supporting multiple international clients to work in our Global Service Assurance Operations Centre in the Americas. This is a fantastic opportunity to join a team in 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 automated warehouses which we will use to put some of the largest retailers around the world online using our disruptive business model.
We operate 24/7 365 globally and this role will be responsible for the overall management of the shift teams in the Americas. As part of your responsibility, you will be managing the day and shift based teams comprising Incident Management and Service Assurance Specialists. Your primary focus will be to ensure the teams are working to prioritize and coordinate the day to day operations and practices of the Incident Managers and Service Assurance Team dealing with competing customer demands driving continuity whilst working with the Shift Leaders to provide exceptional customer service.
Leading, mentoring and driving the performance of your Shift Teams ensuring knowledge and capability is in line with Business demands and the introduction of new technologies.
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 Service Assurance Operations Centre ensuring all incidents are managed, updated, communicated and escalated as appropriate.
Managing customer expectations during Incident including both internal and external stakeholders.
Working with the Global Operations Manager to influence, shape and implement strategic directions for the Service Assurance teams.
Provide monthly incident response performance reports.
Analyze the performance of Service Assurance activities and resolutions.
SLAs and KPI management and adherence.
Planning and effective delivery of project/continuous improvement initiatives.
Input to and influence the knowledge management process.
Management of the movers, leavers and joiners processes including new user orientation.
Develop and maintain a skills matrix around team roles and objectives.
Maintaining continuity and collaboration across Shift Teams.
Managing issues that might impede team effectiveness.
Essential:
Experience in a leadership role within an Operations Centre managing Shift leads, Major Incident Teams and Service Desk teams in a highly technical and Agile environment.
Technical background and education to degree level or equivalent within a Technical or Science or similar numerate subject.
Significant experience in Change, Major Incident and Problem Management gained in an ITIL-based organization. It is expected that the post-holder will have relevant ITIL qualifications.
Strong KPI focus - Reporting and monitoring skills. Ability to identify and analyze process-related metrics.
Strong problem-solving skills.
Strong People management and leadership skills.
Excellent interpersonal, influencing skills, interacting appropriately with internal and external stakeholders, remaining calm and courteous while working to resolve problems.
A hands-on individual who is not afraid to roll up sleeves and get into detail with excellent analytical skills with a commitment to quality standards.
Self-motivated, able to deliver under deadlines and multitask under pressure.
Soft Skills
Driven to provide exceptional customer service and team morale.
Self-starter with a passion for personal development.
Excellent customer service and telephone skills.
Must be team-oriented.
Must have a desire and passion for continuous improvement.
Excellent verbal and written communications skills.