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Open nowPosted 52 days ago

Site Support Associate

ocadogroup52 open roles

Where
Sofia, Bulgaria
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Your applicationOpen nowSite Support Associateocadogroup · Sofia, Bulgaria

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  5. 34.1%30 days
This job: posted 52 days ago

The posting

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.

Responsibilities

The Site Support Associate will be the administrative and coordination backbone of Remote Operations, working closely with the management team and acting as a point of contact for colleagues across our operational services areas. 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. Key areas of responsibility will be:

  • Governance and business continuity administration Maintain the team's risk register and continuity documentation, chase and track progress on agreed actions, and make sure business impact assessments and service continuity plans are reviewed and kept up to date. You'll be keeping the records accurate and the deadlines visible, not making the risk decisions yourself.
  • Coordinating the project pipeline Act as the central point of contact for incoming and in-flight project requests across Remote Operations — including our Centre of Excellence, and local Onsite Support teams. You'll log requests, route them to the right people, and follow up so that evaluations are completed on time and nothing stalls.
  • Documentation and team sites Keep the Site Support service catalogue current, coordinate reviews of the technical knowledge base so articles stay accurate and in date, and maintain our internal and external team sites. The technical content comes from the specialists; you'll own the process that keeps it organised, reviewed and up-to-date.
  • Reporting and continuous improvement Pull together the department's regular reporting packs for leadership, including customer satisfaction figures from support tickets and requests. You'll coordinate follow-up actions from our surveys and help the team make practical improvements.
  • Communications and financial administration Serve as the communications hub for Remote Operations — drafting and sending team updates, organising team meetings and engagement sessions, and keeping everyone informed across time zones. You'll also handle day-to-day spend administration: raising purchase requisitions, tracking receipts and following invoices through to payment.

About you

  • IT Project Coordination & Matrix Experience: Experience in 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: 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 understanding of industry frameworks (such as ITIL and CMMI), alongside familiarity with Waterfall and Agile/Scrum delivery models.
  • Organizational, Facilitation & Process Design Skills: Exceptional organizational and prioritization skills, 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 and 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.
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