Site Support Associate

About Us

We are Ocado Group, and we're bringing world-class automation to online grocery. Our Ocado Smart Platform (OSP) combines cutting-edge robotics, AI, and IoT within our advanced CFCs (Customer Fulfilment Centres). We've mastered the single pick, transforming online delivery for our global partners. Join us and be part of a team pushing the boundaries of retail technology.

About the role

Within Ocado sits the Remote Operations, this team is responsible for support of the OSP (Ocado Smart Platform) solutions we deliver to our clients both nationally and internationally, which enables them to run a fully automated warehouse. Within this core area of Ocado, this role sits within the Operational Services team who maintain the technical platforms of the OSP solution.

The Site Support Associate will provide full coordination and governance administration to the Remote Operations team. Delivering high quality, effective and efficient day-to-day coordination of site support process operations and the outcomes they deliver. Supporting the group in the achievement of its key goals. Collaborating regularly with Remote Operations management and leadership, the Site Support Associate will be the liaison with key functional leads across all operational services areas. Ensuring we can demonstrate and deliver the highest levels of service quality. Key areas of responsibility will be:

Responsibilities

• Risk, Governance & Business Continuity: Overseeing risk management, tracking mitigation efforts, and ensuring business impact assessments and service continuity plans are up-to-date across all Site Support operations.
• Demand Management & Project Coordination: Acting as the central coordinator for incoming and current project pipelines across Remote Operations (including CoE, AGS, and local OSS), ensuring timely and complete evaluations for all project requests.
• Knowledge, Systems & Content Stewardship: Owning and maintaining the Site Support "service catalogue" and its system interfaces, managing the lifecycle of the technical knowledge base, and keeping internal/external team sites current.
• Performance Analytics & Continuous Improvement: Driving department-wide data analytics and leadership reporting, tracking customer satisfaction metrics (tickets and walk-ups), coordinating team Peakon feedback actions, and pushing operational maturity forward.
• Communications, Strategy & Financial Administration: Serving as the central communications hub for all Remote Operations, leading team alignment and engagement strategy sessions, and handling the department's day-to-day spend tracking (raising requisitions, tracking receipts, and managing invoices).

About you

• IT Project Coordination & Matrix Experience: Solid professional experience in IT - ideally spanning project coordination, administration, or management - with a proven ability to adapt and thrive in fast-paced, matrix-managed operational environments.
• Cross-Functional & Global Collaboration: Proven track record of working within multinational organizations, coordinating distributed work environments across global operational services, and liaising with diverse remote teams (including finance, governance, administration, facilities, and HSE).
• Service Frameworks & Delivery Methodologies: A strong IT service-oriented mindset backed by knowledge of industry frameworks (such as ITIL and CMMI), alongside familiarity with Waterfall and Agile/Scrum delivery models (including the flexibility to adopt various roles in a Scrum team).
• Organizational, Facilitation & Process Design Skills: Exceptional organizational and prioritization capabilities, with a proactive, pragmatic, and creative approach to solving problems, facilitating alignment, and designing new operational processes.
• Communication & Personal Drive: Fluent English communication and interpersonal skills, paired with a self-motivated, assertive, and adaptable personality suited for a highly collaborative yet challenging, fast-moving environment.

What we offer

• 150 EUR monthly social allowance
• Regular pay review, based on performance
• 25 days annual leave;
• A Luxurious Medical Plan, including health & dental coverage and an option to enroll family members;
• Life and Disability Insurance;
• Pension contribution;
• Employee Assistance Program - FREE access to professional consulting services in the field of finance, legal and mental well-being;
• Enhanced Paternity and Maternity Leave program;
• Access to Ocado Share Programs.