We’re Ocado Retail. We’re the people powering Ocado.com, the UK’s fastest-growing grocer, and Ocado Zoom, our almost-as-fast-growing, same-day grocery service. As the world’s biggest and best online-only grocer, we work tirelessly to bring more of what matters to our customers: unbeatable range, fair value and effortless convenience.

We’re an exceptional and mighty bunch of colleagues who are inspired by our three awesome values: Always be curious, Bring your best self and Challenge what's possible. We’re growing fast, and we’re looking for like-minded people to join us for the next step of this.

The role
We are looking for an IPC Coordinator as a single point of contact for all Incidents, Problem and Change requests within the business. Managing all customer escalations using Fresh Service and working with internal teams to ensure customer resolution within the relevant time frame. You will also be involved in Service Transition activities.

Accountabilities
Change Management:

• Facilitate IT change activities
• Chair Change Advisory Board meetings
• Update the ITSM tool
• Provide change management reports

Problem Management:

• Facilitate Post Incident Review meetings where required
• Create problem management tickets within the ITSM tool following an incident or for proactive management of a problem, ensuring the ticket contains all relevant details, and remediation activities with due dates for completion.
• Manage the life cycle of Problem tickets and flag any potential issues or due dates being missed.
• Update the ITSM tool for known errors.

Incident Management:

• Responsible for the end-to-end management of major and high-impacting issues, ensuring issues are resolved as quickly as possible.
• Manage incidents via conference calls, liaising and coordinating activities with IT support teams until issues are resolved.
• Send regular communications regarding the incident to relevant stakeholders.
• Be able to articulate details of the incident at all levels.
• 20% of this role will require the coordination of Service Transition from our Project Managers to BAU.

Skills & Experiences

• Service delivery management experience.
• Manage SLA’ and KPI’.
• Verbal and written communication skills.
• Work with a continuous service improvement mindset.
• A confident leader who will challenge what is possible.
• Proven stakeholder management
• ITIL Qualification (desirable)

What We Offer You

At Ocado, we value our employees and want to ensure you are rewarded for your contribution through competitive salaries and fantastic benefits.

• Hybrid working
• Free onsite parking and free shuttle service from Hatfield station
• Regular socials
• 26 Days Annual Leave plus bank holidays
• 15% Ocado discount and 20% Marks and Spencer discount
• Private Medical insurance
• Income Protection & Life Assurance
• Enhanced Pension Scheme (with 7% matching)
• Exciting company benefits through Reward Gateway

A little bit more about us
Our business is a joint venture between Ocado Group and M&S. It’s a successful combination of award-winning customer service and unrivalled customer data; world-leading technology and logistics from Ocado Group, and unrivalled product development from M&S.

Equal Opportunity Employer
Ocado Retail Ltd is an equal opportunities employer and as such makes every effort to ensure that all potential employers are treated fairly and equally, regardless of their sex, sexual orientation, marital status

Recruitment Privacy Notice
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