Director of IT Support and Reliability

About Us We are Ocado Intelligent Automation, and we are a global technology leader, pioneering end-to-end software and robotics solutions. We're not just revolutionising grocery e-commerce; we're expanding our reach. We're now bringing our highly advanced Automated Storage and Retrieval System (ASRS) – a proven technology – to a diverse range of industries worldwide, unlocking new possibilities beyond grocery. About the Role We are seeking a strategic Director of Support to lead and scale our Tier 1 and Tier 2 operations. This role is responsible for architecting a high-performing support ecosystem that bridges the gap between complex software and physical automation. The ideal candidate brings a deep understanding of IT Service Management (ITSM) and has the ability to lead teams through the unique challenges of supporting robotics, industrial IoT, or automated system. Key Responsibilities - Strategic Leadership: Lead, mentor, and scale Tier 1/Tier 2 teams, fostering a culture of technical excellence, accountability, and customer obsession. - Process Improvement: Design and implement ITSM-based frameworks (ITIL) for incident, problem, and change management, specifically tailored for hardware-software integrated environments. - Operational Intelligence: Establish and monitor advanced KPIs/SLAs, using data-driven insights to drive continuous improvement in MTTR (Mean Time to Resolution) and customer satisfaction. - Cross-Functional Synergy: Act as the bridge between Support, Engineering, and Product to advocate for "Serviceability"—ensuring product feedback loops reduce field issues. - Innovation & Tooling: Implement automation, remote monitoring, and knowledge management tools to enhance troubleshooting speed and self-service capabilities. - Workforce Development: Design technical training programs and career paths that keep the team ahead of the curve.