Senior Motion Designer

Contract type: Permanent

Location: Hatfield (Hybrid working – 3 days in the office)

Working hours per week: 40 hours

Level: Manager

Reports to: Campaign Art Lead

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About the team and the role

We are looking for a Senior Motion Designer to join our EAT Creative team here at Ocado Retail. Over the last year we’ve built a new visual world for our brand and we need you to help us use it to win over new customers in a crowded market. You must be a clear communicator, incredibly passionate about all things motion and design, and foster our team spirit for unconditional collaboration. As Senior Motion Designer you will work closely with our writers, designers and art directors to ensure every project meets a high standard and is unmistakably Ocado.

What you’ll do

• This role involves working on paid social campaigns, so you will need to have a strong understanding of all social platforms and content. You will also create our motion guidelines and sizzle reels to showcase Ocado at annual corporate events.

• You will need strong attention to detail in this role, as you will be working across a range of different touchpoints that need constant production consistency.

• Collaborating with the campaign art lead and middleweight motion designer, you’ll help define and steer our brand’s motion identity. You’ll use performance data to rigorously test and refine your work, constantly pushing technical boundaries to ensure we deliver high performance creative, that’s bang on brand.

Who you are

• You understand how motion captures and elevates brand personality, and ideally you contribute to conceptual thinking, not just the technical execution of motion.

• You have a genuine obsession with AI in motion and actively push the edge of what AI can do -rebuilding your workflows around it, not just adding on.

• Excellent communication skills. You can jump on a call, present a concept, defend your thinking, and get feedback without getting demotivated.

• Okay isn’t enough for you. You care about every frame’s detail and you want to better the work with every project.

• You’ve got previous experience in a similar role working in a fast-paced, agency/inhouse studio environment, producing work for paid social channels.

• You’ve previously managed or mentored middleweight and junior motion designers and love to share your expertise.

• Software-wise, you’re an expert in Adobe Creative Suite, you know your way around a Figma board and you can manage your workflows through platforms like Monday.com.

• Experience or knowledge of Blender and 3D model capture would be advantageous.

What’s in it for you

By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. You’ll also be part of our AI Academy, a dedicated learning journey designed to empower every colleague with the smart technology skills of the future.

If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com and we’ll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.

Demand Planner

Contract type: Permanent & FTC opportunities

Location: Hatfield (Hybrid working – 3 days in the office)

Working hours per week: 40 hours

Level: Associate

Application Closing Date: Friday 2nd October

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About the team and the role

As a Demand Planner, you will step into a fast-paced environment where you will ensure the success of your product range. You’ll manage forecasts, supplier performance, and drive key commercial KPIs across availability, waste, and fulfilment. This role offers the opportunity to collaborate across trading, operations, and project teams, supporting massive initiatives like promotions, seasonal planning, and new Customer Fulfilment Centre (CFC) openings.

What you’ll do

• Manage demand and forecast planning across products to consistently achieve key performance targets.

• Build strong supplier relationships and proactively manage end-to-end supplier performance.

• Optimise delivery schedules, buying processes, and inbound logistics efficiency.

• Analyse supply chain trends, support promotional activity, and recommend continuous process improvements.

• Collaborate cross-functionally across the Supply Chain, trading, operations, and wider project teams.

Who you are

Essential:

• Analytical Mindset, with a natural curiosity to dive into complex data, identify underlying patterns, and solve supply chain challenges effectively.

• Strong Excel and IT skills, with high confidence in interpreting and manipulating numerical data.

• Excellent communication and relationship-building skills, with the ability to manage external stakeholders.

• Proactive and adaptable, with the confidence to make independent decisions in a fast-paced environment.

• Organisational agility, with the flexibility to work occasional weekends on a rota.

Desirable:

• Skilled in demand forecasting, data analysis, and end-to-end supply chain planning.

• Commercial acumen and direct supplier management experience.

• E-commerce or large-scale retail supply chain exposure.

What’s in it for you

By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. You’ll also be part of our AI Academy, a dedicated learning journey designed to empower every colleague with the smart technology skills of the future.

If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com and we’ll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.

Senior Salesforce Architect

Contract type: Permanent

Location: Sunderland (Hybrid working – 3 days in the office)

Working hours per week: 40 hours

Level: Senior

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About the team and the role

At Ocado Retail, our IT & Product Support model is built around high-performing, in-house “Product Pods” that hold complete ownership of business-critical systems. This role sits within our Customer Hub Product Pod, the team responsible for driving, designing, and maintaining the systems and platforms that power our contact centre operations. Our mission is to ensure our customer service advisors have cutting-edge capabilities and that our customers experience flawless, automated support.

As our Senior Salesforce Architect, you will own the end-to-end technical architecture of our Salesforce Service Cloud platform. Operating at manager level, you will report directly to the Product Practice Lead and lead a dedicated engineering squad of six, consisting of Salesforce Developers, Salesforce Administrators, and platform-agnostic Customer Service AI Developers. You will be a strong technical counterpart to our Product Manager, actively steering technical decisions, translating requirements into robust architectural designs, and confidently pushing back or recommending alternative paths to ensure we build a platform of the highest standard.

What you’ll do

• Architectural Ownership: Define and lead the decision-making on the overarching architecture deployed in Salesforce Service Cloud, working closely with Central IT to align on integrations, security standards, and testing protocols.

• Data we can trust: Design architectures that guarantee clean, accurate, and real-time customer data (from volumes to customer intent), ensuring everything we do in the Customer Hub is measurable and trackable to raise the bar continuously.

• Technology that keeps pace: Build a flexible, future-proof tech stack with open, well-architected connectors that integrate seamlessly with AI, automation platforms, and emerging communication channels, allowing the business to pivot and grow rapidly.

• Advisors set up to do their best: Direct the implementation of streamlined advisor workflows and AI-assisted tools (such as case summaries and next-best-action logic), allowing our front-line team to focus completely on the customer.

• Fewer contacts, more resolutions: Champion architectures that drive self-service, deflection, and proactive resolution, whilst ensuring that when a human touch is needed, our systems enable first-time resolution.

• Built to scale: Architect every platform, process, and technical tooling investment to scale in step with Ocado Retail’s business growth, ensuring future scalability remains a non-negotiable core design principle.

• Team Leadership & Reporting: Report directly to the Product Practice Lead, and provide line management, coaching, and technical mentorship to a team of six Salesforce and Customer Service AI professionals.

Who you are

• Experienced Architect: You bring several years of experience designing and executing Salesforce Service Cloud architectures within a large, multi-channel customer service or contact centre environment (ideally 200+ advisors).

• Technical Strategist: You have a proven track record of owning entire platform architectures, acting as a true technical partner who can steer product management on what is possible and constructively challenge business requests where necessary.

• AI & Integration Enthusiast: You possess practical experience or deep architectural understanding of contact centre AI deployments, automation strategies, and integrating third-party solutions cleanly into Salesforce.

• People & Delivery Lead: You are an inspiring leader who has successfully managed or mentored technical team members (developers, admins, or AI specialists) to deliver high-quality platform changes.

• Rigorous Engineer: You have a deep understanding of standard software development life cycles (SDLC), release management, and sandboxing environments, working closely with central teams to maintain a highly stable platform.

Required Qualifications:

• Salesforce Certified Application Architect (OR Salesforce Certified System Architect)
  And/Or

• Salesforce Certified Service Cloud Consultant

What’s in it for you
By joining Ocado Retail you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail.
If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Healthcare Cash Plan with the option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.
Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount
Never miss the moments that matter: Annual leave and bank holidays, as well as an additional day off for your birthday & options to buy extra holiday.

Our Hiring Process
Lucky for us, we get loads of great applications and we really appreciate that so many people put the time and effort in to apply. To recognise that, we treat all applications respectfully and fairly. So, if yours stands out, you’ll follow our standard hiring process – one of our Talent Partners will talk you through this in an initial call.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com and we’ll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.

Price & Promotions Lead

Contract type: Permanent

Location: Hatfield – Hybrid working – 3 days in the office

Working hours per week: 40 hours

Level: Lead

Reports to: Commercial Development Director

Application Closing Date: Tuesday 6th October

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, but it’s also the home to the widest online supermarket range in the UK and a champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About the team and the role

This is a rare opportunity to own and accelerate the value strategy for a fast-growing UK consumer retailer.

The business is performing strongly, and pricing sits right at the heart of its commercial agenda. As the Price & Promotions Lead, you’ll take full ownership of a well-defined, senior-sponsored value strategy. Your remit is to accelerate delivery rather than design it from scratch, while leading a team and partnering closely with the trading and buying functions.

The role combines strategic direction with hands-on commercial judgement. You’ll shape how price and promotional decisions are made across the business, act as senior commercial owner for AI-enabled pricing and promo optimisation tooling, and lead the operating model change needed to embed smarter, data-led ways of working. With direct exposure to the executive team and board-level reporting, this is a high- visibility platform for a strategically minded operator ready to step from consulting into a senior in-house role.

What you’ll do

You will take full ownership of the value strategy and its delivery across the commercial function.

Value strategy and execution

• Develop and drive critical price and promotional initiatives, adapting to market conditions and competitor activity.

• Set and govern pricing and promotional guardrails (e.g. price index targets, promotional standards)

• Recommend value investments that balance strong customer outcomes with commercial viability.

• Lead senior leadership and board-level reporting on value strategy and performance.

AI-enabled tooling and ways of working

• Act as senior commercial owner for AI-enabled price and promo optimisation tooling, shaping requirements alongside Data Science and Product.

• Lead the operating model change required to embed new tools, redesigning processes and setting expectations for how data drives buying decisions.

• Drive automation of manual processes to free the team for higher-value work.

Team leadership and business partnering

• Lead and develop the pricing team, building analytical and commercial capability

• Establish pricing as a genuine commercial partner to the buying team, providing timely, high-quality analysis and recommendations

• Build strong relationships across Trading, Finance, Data Science and Marketing

Who you are

• 6-10 years across strategy consulting (MBB or a pricing specialist such as Simon-Kucher or Pearson Ham) and direct in-house retail experience

• Proven ability to lead complex strategic programmes and influence senior stakeholders across commercial functions

• Strong analytical capability with experience translating data into commercial insight and customer value

What’s in it for you

By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. You’ll also be part of our AI Academy, a dedicated learning journey designed to empower every colleague with the smart technology skills of the future.

If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com and we’ll be happy to assist you. If you require reasonable adjustments during the recruitment process, please let us know on the application form.

Talent Acquisition & Internal Mobility Partner

Contract type: Fixed Term Contract (13 months)

Location: Hatfield (Hybrid working – 3 days in the office)

Working hours per week: 40 hours

Level: Manager

Reports to: Talent Effectiveness Lead

Application Closing Date: 5 October 2026

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About the team and the role

At Ocado Retail, we are passionate about attracting, elevating, and developing exceptional talent at all levels. As a Talent Acquisition & Internal Mobility Partner you will operate as a strategic partner embedded within your business areas.

Moving beyond reactive hiring, this role drives a data-backed talent strategy centered on external acquisition, internal mobility, and succession planning. Working alongside People Partners, Talent Enablement, People Experience and Reward (our Centres of Excellence), you will own the talent journey end-to-end—upskilling hiring teams, driving talent pipelines, and delivering a high-touch experience for every new hire and internal mover.

What you’ll do

• End-to-End Delivery & Strategic Sourcing: Own and execute tailored sourcing strategies across all levels, from specialist roles to senior leadership. You will drive and build talent strategies both internally and externally that identify hiring needs and priorities, based on business area goals, future skills and workforce planning ensuring a deep understanding of the talent landscape from building strong networks and partner relationships.

• Assessment & Hiring Enablement: Define “what good talent looks like” across the end-to-end journey by designing competency-based interview structures, aligned with our evolving Career Framework. You will enable and coach hiring managers on objective selection, fair assessment methodologies, inclusive hiring, and optimal ATS usage to elevate hiring standards and candidate experience.

• Talent Attraction and Engagement – Partner closely with People Experience to bring Ocado Retail’s Employer Value Proposition (EVP) to life. You will design attraction campaigns showcasing internal career progression and maintain an active external presence across social channels and industry events to build strong talent pipelines, brand awareness and build your network.

• Market Insights, Data and Trends: Leverage market insights, talent analytics, and recruitment metrics to deliver data-backed guidance to hiring managers and senior stakeholders to ensure we stay competitive in attracting talent.

• Governance & Commercial Alignment: Maintain joint headcount governance with People Partners, reviewing new roles against approved budgets plans before going to market. You will manage agency spend and partner with the Reward team to structure competitive offer packages aligned with internal equity and established pay bands.

Who you are

• Proven Talent Partnering: Experience in Talent Acquisition and Internal Mobility, successfully acquiring and developing talent across a broad spectrum of head office functions, including senior-level appointments. Experience in Retail, E-commerce, or Tech-enabled environments is highly desirable.

• Strategic & Proactive Approach: Demonstrated success in designing and executing end-to-end talent strategies that blend external attraction with internal mobility, succession mapping, and workforce planning.

• Assessment & Hiring Enablement: Practical experience designing competency-based assessment structures and experience of coaching hiring managers on objective and inclusion selection.

• Data Fluency & Tech Adoption: Comfortable gathering, analysing, and leveraging recruitment analytics and market insights and presenting back insight and recommendations to Senior Stakeholders.

• Stakeholder Management & Communication: Outstanding stakeholder management and communication skills, with the ability to thrive and maintain high standards within a fast-paced, dynamic environment.

What’s in it for you

By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. You’ll also be part of our AI Academy, a dedicated learning journey designed to empower every colleague with the smart technology skills of the future.

If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com and we’ll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.

Role Title: People Partner

Contract type: Permanent

Location: Hatfield (Hybrid working – 3 days in the office)

Working hours per week: 40 hours

Level: Manager

Reports to: Senior People Partner

Application Closing Date: 2nd October 2026

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About the team and the role

As part of the People Team, you’ll play a huge role in helping Ocado Retail colleagues continue to love what we do. We’re a small, close knit team, focused on recruiting, developing and retaining top talent, driving high engagement and creating an inclusive workplace where everyone can thrive – both in our Head Office site in Hatfield, and our Customer Hub in Sunderland.

Your role will be to partner with Leaders to help them build an engaging, inclusive and high performance culture. You’ll use your expert generalist HR knowledge, business acumen and partnering skills to ensure we deliver strategic people initiatives that meet capability and meet our business priorities. You’ll work closely in partnership with our People Specialists (Reward, Talent Acquisition & Talent Enablement & People Experience) to deliver a joined up yet tailored colleague experience and there’s always opportunity to grow your specialist skills through project work with these teams.

What you’ll do

• Strategic Business Partnering: Partner with functional leaders and subject matter experts to diagnose, align, and drive strategic People priorities that boost business performance. You will advise and coach leaders on all aspects of people activities e.g., organisational design and effectiveness, change management, culture, engagement, and team development, ensuring business strategies align with wider People goals.

• Integrated Talent & Workforce Planning: Partner closely with Talent Partners and Centres of Excellence to deliver an integrated approach to headcount governance and organisational growth. You will support Talent Partners in translating business goals into proactive talent roadmaps, co-facilitating business talent reviews and succession mapping by bringing deep functional context, validating headcount plans, aligning team structures, and preparing the business for both internal mobility and strategic external hiring.

• Deploy Core Cycle People Activity: Drive and land core people activity, including Talent, Performance, Reward, andReward cycles across your functional areas. Leveraging central frameworks, tools, and cycle design, you will exercise local autonomy to contextualise and embed these initiatives with business leaders, ensuring a joined-up colleague lifecycle.

• Employee Relations & Policy Best Practice: Act as the expert advisor and coach for all employee relations cases within your function. You will champion policy best practice, translating central employment frameworks into fair, pragmatic local decisions that balance commercial risk, colleague well-being, and organisational values.

• Data-Driven Insights & Commercial Impact: Leverage people analytics, market trends, and workforce insights to provide senior stakeholders with actionable data. You will use data to identify functional trends, inform talent decisions, measure cycle impact, and drive continuous performance improvement across your business areas.

• Always Be Curious: Stay ahead of external HR best practices, emerging AI tools, and market trends to continuously elevate your partnering approach. You will champion self-service tools and tech-enabled processes within your business areas, empowering managers and colleagues to drive operational efficiency.

Who you are

• Proven Strategic Partnering: Experience partnering effectively with senior leaders and cross-functional teams. You bring a track record of providing strategic HR guidance while balancing business objectives with empathetic colleague care.

• Employee Relations & Policy Expertise: Strong working knowledge of UK employment law with deep experience translating policy best practice into sound, pragmatic decisions. You are confident in evaluating complex employee relations risks and coaching leaders through sensitive people matters.

• Landing Strategy & Frameworks: Proven ability to take centrally designed frameworks (Talent, L&D, Performance, Reward) and exercise local autonomy to land, contextualise, and embed them within your business areas to drive engagement and performance.

• Data-Led Decision Making: Confident in gathering, interpreting, and presenting people analytics and workforce insights to influence strategic decision-making, identify functional trends, and solve business challenges.

• Influencing & Communication: Outstanding communication, mediation, and facilitation skills. You adapt your approach seamlessly to build trust, challenge constructively, and align stakeholders at all levels of the business.

• Agility & Leadership: Highly resilient and adaptable in fast-paced, ambiguous, and evolving environments. You demonstrate strong capability in delivering through others, whether managing direct reports or matrix-leading cross-functional project teams.

What’s in it for you

By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. You’ll also be part of our AI Academy, a dedicated learning journey designed to empower every colleague with the smart technology skills of the future.

If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com and we’ll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.

Senior Salesforce Architect

Contract type: Permanent

Location: Hatfield (Hybrid working – 3 days in the office)

Working hours per week: 40 hours

Level: Senior

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About the team and the role

At Ocado Retail, our IT & Product Support model is built around high-performing, in-house “Product Pods” that hold complete ownership of business-critical systems. This role sits within our Customer Hub Product Pod, the team responsible for driving, designing, and maintaining the systems and platforms that power our contact centre operations. Our mission is to ensure our customer service advisors have cutting-edge capabilities and that our customers experience flawless, automated support.

As our Senior Salesforce Architect, you will own the end-to-end technical architecture of our Salesforce Service Cloud platform. Operating at manager level, you will report directly to the Product Practice Lead and lead a dedicated engineering squad of six, consisting of Salesforce Developers, Salesforce Administrators, and platform-agnostic Customer Service AI Developers. You will be a strong technical counterpart to our Product Manager, actively steering technical decisions, translating requirements into robust architectural designs, and confidently pushing back or recommending alternative paths to ensure we build a platform of the highest standard.

What you’ll do

• Architectural Ownership: Define and lead the decision-making on the overarching architecture deployed in Salesforce Service Cloud, working closely with Central IT to align on integrations, security standards, and testing protocols.

• Data we can trust: Design architectures that guarantee clean, accurate, and real-time customer data (from volumes to customer intent), ensuring everything we do in the Customer Hub is measurable and trackable to raise the bar continuously.

• Technology that keeps pace: Build a flexible, future-proof tech stack with open, well-architected connectors that integrate seamlessly with AI, automation platforms, and emerging communication channels, allowing the business to pivot and grow rapidly.

• Advisors set up to do their best: Direct the implementation of streamlined advisor workflows and AI-assisted tools (such as case summaries and next-best-action logic), allowing our front-line team to focus completely on the customer.

• Fewer contacts, more resolutions: Champion architectures that drive self-service, deflection, and proactive resolution, whilst ensuring that when a human touch is needed, our systems enable first-time resolution.

• Built to scale: Architect every platform, process, and technical tooling investment to scale in step with Ocado Retail’s business growth, ensuring future scalability remains a non-negotiable core design principle.

• Team Leadership & Reporting: Report directly to the Product Practice Lead, and provide line management, coaching, and technical mentorship to a team of six Salesforce and Customer Service AI professionals.

Who you are

• Experienced Architect: You bring several years of experience designing and executing Salesforce Service Cloud architectures within a large, multi-channel customer service or contact centre environment (ideally 200+ advisors).

• Technical Strategist: You have a proven track record of owning entire platform architectures, acting as a true technical partner who can steer product management on what is possible and constructively challenge business requests where necessary.

• AI & Integration Enthusiast: You possess practical experience or deep architectural understanding of contact centre AI deployments, automation strategies, and integrating third-party solutions cleanly into Salesforce.

• People & Delivery Lead: You are an inspiring leader who has successfully managed or mentored technical team members (developers, admins, or AI specialists) to deliver high-quality platform changes.

• Rigorous Engineer: You have a deep understanding of standard software development life cycles (SDLC), release management, and sandboxing environments, working closely with central teams to maintain a highly stable platform.

Required Qualifications:

• Salesforce Certified Application Architect (OR Salesforce Certified System Architect)
  And/Or

• Salesforce Certified Service Cloud Consultant

What’s in it for you
By joining Ocado Retail you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail.
If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Healthcare Cash Plan with the option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.
Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount
Never miss the moments that matter: Annual leave and bank holidays, as well as an additional day off for your birthday & options to buy extra holiday.

Our Hiring Process
Lucky for us, we get loads of great applications and we really appreciate that so many people put the time and effort in to apply. To recognise that, we treat all applications respectfully and fairly. So, if yours stands out, you’ll follow our standard hiring process – one of our Talent Partners will talk you through this in an initial call.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com and we’ll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.

Senior Paid Social Executive

Contract type: Permanent

Location: Hatfield (Hybrid working – 3 days in the office)

Working hours per week: 40 hours

Level: Senior Executive

Reports to: Paid Social Manager

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About the team and the role
The Digital Marketing team is responsible for new customer acquisition and early customer retention across all channels. The Senior Digital Marketing Executive will develop and execute new customer acquisition campaigns across Paid Social. This hands-on role requires in-depth Paid Social expertise, experience supporting performance focused campaigns, with management of multi-million pound annual budgets and a can-do attitude.

A key aspect of the role is strategising, building and executing campaigns across Paid Social, primarily through Meta & TikTok to acquire profitable customers at scale. They will work closely with both our internal creative partner and Martech teams to execute and optimise digital campaigns that align with our strategic goals of driving new customer acquisition, ROAS and LTV.

What you’ll do

• Work with the internal team to plan, implement, and optimise Paid Social campaigns across key platforms Meta & TikTok.

• Test and launch new Paid Social platforms to reach new audiences and drive incremental gains for the business

• Monitor and optimise Paid Social campaigns to improve KPIs such as ROAS (return on ad spend), MOAS (margin over ad spend), FOV (first order value), FYV (first year value) and CPA (cost per acquisition)

• Develop channel testing frameworks and partner closely with our Econometrician, MarTech team and Insights to drive the test and learn agenda

• Reporting – pull data for daily, weekly and monthly reports for both creative & performance. Working with the management team, Insights & Econometric teams to track and analyse campaign performance

• Creative asset management, working closely with the channel owner, Digital Campaign and in-house creative teams, for delivery on Paid Social

• Understand Ocado’s customer segments – what makes them tick and how we can acquire and retain more of our priority segments

• Ad-hoc tasks across the wider Digital Marketing team such as raising POs, invoicing, supporting where needed

Who you are

• Proven experience of hands-on, dedicated experience managing and optimising significant budgets across Paid Social. Agency or in-house experience is acceptable.

• In-platform set up experience is essential

• A strong understanding of trading KPIs: CPA, ROAS, CPC, CTR, CPM, Conversion rate, margin and how to influence them

• Data-driven with strong analytical and problem-solving skills

• Collaborative – you possess excellent communication skills, capable of building productive relationships across the organisation

• Curious & eager to learn – you are naturally inquisitive and keep to up to date with the latest industry trends and news

• Proficiency in Excel / Google sheets

What’s in it for you

By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. You’ll also be part of our AI Academy, a dedicated learning journey designed to empower every colleague with the smart technology skills of the future.

If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com and we’ll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.

IT Change & Release Manager

Contract type: Fixed-term contract – 12 months

Location: Hatfield (Hybrid working – 3 days in the office)

Working hours per week: 40 hours

Level: Manager

Reports to: IT Service Operations Lead

Application Closing Date: Monday 5th October

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, but it’s also the home to the widest online supermarket range in the UK and a champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About this Role

As our IT Change & Release Manager, you will lead the evolution, optimization, and scaling of our change and release capabilities. This is a unique opportunity for a highly capable ITSM specialist to review, adapt, build, and run our processes, ensuring the success and stability of changes impacting live services. Operating at the heart of our IT operations, you will develop your leadership capabilities, work closely with third-party tech teams, steer service transition projects, and leverage modern ITSM tooling alongside AI-driven automation to establish intelligent efficiencies.

What You’ll Do

• Process Ownership & Optimisation: Review, adapt, build, optimize, and educate on our Change & Release processes, taking full accountability for the success and safety of all changes impacting live service.

• Functional Leadership: Lead and run the Change & Release function daily, providing critical support to the IT Service Operations Lead in driving wider process and service enhancements.

• Quality Controls & Metrics: Design, implement, and enforce robust quality controls, operational measures, and metrics. Establish user-friendly dashboards and continuous improvement plans to guarantee service stability.

• Project Transition & Collaboration: Partner closely with Service Design & Transition processes, leading and collaborating with project teams to ensure a graceful, successful pathway to onboarding new services and features.

• Vendor & Partner Coordination: Manage and coordinate with external third-party technical teams, ensuring they align tightly with our release standards, change controls, and operational policies.

• ITSM Tooling & AI Innovation: Leverage modern ITSM platforms to streamline workflows and actively explore and adopt AI capabilities to automate processes, build operational intelligence, and drive greater efficiencies.

Who You Are

Essential Requirements

• Experienced ITSM Specialist: A highly skilled and experienced IT Service Management professional with a proven track record of designing, adapting, and optimizing Change & Release processes.

• Skilled Communicator: Outstanding stakeholder management skills, with the ability to lead project teams through transitions and translate technical change details into clear, business-friendly language.

• Tooling & AI Champion: Deep familiarity with modern SaaS ITSM tooling (such as Freshservice) and a strong interest or experience in utilizing AI-driven capabilities to drive automation and intelligence.

• Third-Party Technical Leader: Proven ability to manage, coordinate, and hold third-party technical teams accountable to strict change and release quality standards.

• Service Transition Collaborator: Thoroughly familiar with Service Design & Transition frameworks, successfully steering and guiding project teams to transition complex changes into live operations.

Desirable Qualifications

• Relevant IT qualifications such as a degree, diploma, or equivalent professional IT training.

• ITIL certifications (v3 or v4), particularly with modules focusing on Service Transition, Release Control, or Service Operation.

• Experience working within Agile/Scrum delivery environments or DevOps frameworks.

What’s in it for you

By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. You’ll also be part of our AI Academy, a dedicated learning journey designed to empower every colleague with the smart technology skills of the future.

If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Private medical insurance with the option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com, and we’ll be happy to assist you. If you require reasonable adjustments during the recruitment process, please let us know on the application form.

Service Desk Manager (TechShack)

Contract type: Permanent

Location: Hatfield (Apollo Court) / Sunderland (Hybrid working – 3 days in the office, with travel to Sunderland once or twice a month)

Working hours per week: 40 hours

Level: Manager

Reports to: IT Service Operations Lead

Application Closing Date: Monday 5th October

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we’ve recently launched our AI Academy, providing a tailored AI learning journey for every colleague.

We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, but it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.

About this Role

As our Service Desk Manager, you will lead the transformation of our IT support experience. You will have a unique opportunity to shape and optimize our ITIL-aligned processes, master end-to-end ticket management, and drive a service-led culture across multiple key business locations. Operating at the heart of our IT operations, you will develop your leadership capabilities, run high-impact stakeholder communications, and maximise the potential of our modern ITSM tool, Freshservice, utilising modern AI-driven features.

What You’ll Do

• Lead the TechShack: Provide inspiring leadership and day-to-day management to our support teams at Apollo Court (Hatfield) and Sunderland, building a cohesive, collaborative, and high-performing unified team.

• Process Ownership & Optimisation: Design, own, and continuously refine our Incident, Request, and Knowledge Management processes, aligning them with ITIL best practices to ensure swift resolutions and an exceptional digital experience.

• Embed a Service-Led Culture: Champion a customer-first, proactive, and “service-led” mindset across both the Apollo Court and Sunderland teams, ensuring a consistent, high-quality, and supportive experience for all IT users.

• Ticket & Quality Management: Introduce and drive rigorous end-to-end ticket management practices, establishing clear Quality of Service (QoS) and operational metrics such as CSAT, First Contact Resolution, and SLA compliance.

• High-Impact Escalation & Communication: Serve as the key coordinator and escalation point for major incidents, managing communications with clarity, empathy, and speed during high-pressure scenarios.

• ITSM Excellence (Freshservice): Act as the subject matter expert for our ITSM platform, Freshservice. You will configure, optimise, and streamline workflows, portals, dashboards, and automations, while experimenting with AI-led capabilities to drive operational efficiency.

Who You Are

Essential Requirements

• Proven People Leader: Strong experience managing, mentoring, and developing IT support professionals, ideally across hybrid or multi-site locations.

• Outstanding Communicator: Highly skilled in stakeholder management, handling complex technical escalations, and translating technical details into clear, business-friendly updates.

• ITSM Tool Expert: Practical experience managing and configuring Freshservice (or a similar modern SaaS ITSM tool like ServiceNow or Jira Service Management).

• Data & Process Driven: A proven track record of optimizing Incident, Request, and Knowledge Management processes, using data to measure and demonstrate continuous improvements.

• Flexibility: Happy to work from the Hatfield office 3 days a week and travel to our Sunderland office once or twice a month (or vice versa).

Desirable Qualifications

• Relevant IT qualifications such as a degree, diploma, or equivalent professional IT training.

• ITIL certifications (v3 or v4), with a keen interest in the full breadth and future evolution of Service Management frameworks.

• Agile/Scrum certifications or experience working within an Agile delivery environment.

What’s in it for you

By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. You’ll also be part of our AI Academy, a dedicated learning journey designed to empower every colleague with the smart technology skills of the future.

If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don’t lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you’re a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at careers@ocadoretail.com, and we’ll be happy to assist you. If you require reasonable adjustments during the recruitment process, please let us know on the application form.