Job Description

Service Optimisation Lead | Ocado Logistics | Hybrid (Hatfield)



Permanent,



Hybrid - 2x days a week in Hatfield



At Ocado Logistics, we're reimagining how People Services can deliver smarter, faster, and more efficient support and we are looking for a Service Optimisation Lead to help us make it happen!

If you thrive on identifying opportunities for process improvement, championing smooth implementation, and ensuring the entire organisation is fully prepared for new systems and ways of working, this is your chance to make a real difference.

About the Role

As Service Optimisation Lead, you'll be at the heart of operational transformation. From leading business readiness for new tools and processes to embedding continuous improvement across People Services, you'll be driving the kind of change that improves outcomes for thousands of Ocado colleagues.



You'll work cross-functionally with HR, IT, Product, and Operations to spot inefficiencies, implement solutions, and enhance the employee experience at every step. Whether it's rolling out automation or simplifying how services are delivered, this role is about taking complexity out and putting better service in.

This Role Offers

This is a high-impact role that offers real variety and end-to-end ownership of how service optimisation is delivered. You'll have the autonomy to shape strategy, lead change, and build long-term improvements that support both People Services and the wider business. With access to strong tech, smart data, and a collaborative network of stakeholders, you'll be empowered to create meaningful, lasting change.

You Might Be the Right Fit If You:

Have experience leading service or process optimisation within a People Services or HR environment Understand how to manage business readiness during system changes or service rollout Know your way around HR systems, automation, and digital solutions Enjoy problem-solving, improving performance, and delivering tangible results Have a data-led mindset and know how to use metrics to drive improvement Are confident engaging stakeholders at all levels and influencing cross-functional teams Have a background in Lean, Six Sigma, or continuous improvement (bonus, not essential)

What You'll Do:

Own business readiness for People Services, ensuring smooth adoption of new processes, technology, and service models. Support the wider People team's readiness for product and process implementation, migration, and deprecation. Develop and execute transition plans, minimising operational disruption while maximising efficiency. Act as a bridge between People Services, HR, IT, and Product teams, ensuring alignment on optimisation strategies Identify pain points, inefficiencies, and opportunities for process automation and optimisation. Establish a structured approach to process review, enhancement, and simplification. Define and track key service metrics, KPIs, and SLAs, ensuring alignment with business objectives. Use data-driven insights to drive service improvement initiatives and enhance employee experience.


This role is suitable for you if you have a background in process improvement, process optimisation, business transformation, workflow optimisation, service delivery excellence or similar environments.

Why Ocado?

Here at Ocado Logistics it's our mission to provide an outstanding customer experience for our partners, developing groundbreaking technology, opening multiple sites at an accelerating rate and engaging in exciting new business partnerships around the world - changing the way the world shops, for good.



At Ocado we believe in a workplace where everyone feels valued and supported, so you'll find a safe and

collaborative atmosphere that is as fresh as our produce as well as an award winning recognition programme and benefits package that includes a healthy work-life balance, extensive healthcare coverage, competitive salaries, and exclusive employee discounts.

Flexible Work: Enjoy 30 days of 'work from anywhere' policy for a balanced life. Wellbeing Support: Access dedicated apps and an Employee Assistance Programme for holistic well-being. Generous Leave: Begin with 25 days, growing to 27 after 5 years, with an option to buy more. Pension Plan: Secure your future with our pension scheme, featuring up to 7% employer contribution matching. Private Medical Cover: Rest easy with comprehensive private medical insurance. Family-Friendly: We support your family with maternity, adoption, shared parental leave, and paternity leave. Financial Aid: Get interest-free train tickets and join our Cycle to Work Scheme. Shuttle Services: Convenient free shuttle buses connect you to work. Share Schemes: Join exciting share plans to participate in our success. Shopping Perks: Enjoy a 15% discount on Ocado.com and savings at popular retailers and restaurants. Financial Protection: We offer Income Protection and Life Insurance for financial security.


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.