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Ocado Careers

ServiceNow Team Lead

Hatfield, UK

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. 


About Us

Ocado Group is a technology-led, global software and robotics platform business with a strong retail heritage. As a pioneer in the online grocery market, we partner with some of the world’s largest forward-thinking retailers across the globe (including Kroger, Sobeys, Coles, AEON, Lotte, Alcampo, Groupe Casino and ICA, joining our UK partner Morrisons and the Ocado/M&S joint venture) and together we are transforming the global grocery landscape. We continue to invest significantly in our technology and people in order to deliver for our current clients and forge exciting new partnerships. At the heart of our success lies our technological know-how and unparalleled IP.


About the role

The ServiceNow Engineering Team Leader will be instrumental in leading a high-performing team of three ServiceNow Engineers. You will take care of the performance and wellbeing of the team members, keeping them aligned and giving them sufficient autonomy to do their work. The primary goal is to drive the development, implementation, and maintenance of the ServiceNow platform within the organisation. This role is critical for ensuring that the ServiceNow platform aligns with the business's goals, facilitating effective service management processes, and delivering exceptional service delivery outcomes.



  • Strategic Planning and Implementation: Collaborate with IT and business stakeholders to define strategic objectives for the ServiceNow platform. Lead the planning, execution, and delivery of ServiceNow projects, ensuring they meet quality, scope, budget, and timeline requirements.
  • ServiceNow Development and Configuration: Oversee the design, development, and configuration of ServiceNow solutions to meet business needs. Ensure best practices are followed and that solutions are scalable, maintainable, and secure.
  • Continuous Improvement: Identify opportunities for process improvements within the ServiceNow environment. Lead the implementation of enhancements to optimise platform performance, usability, and business value.
  • Incident and Change Management: Ensure effective management of incidents and changes within the ServiceNow platform. Lead problem-solving efforts to resolve issues and implement preventative measures to mitigate future risks.
  • Stakeholder Management: Act as the primary liaison between the ServiceNow team and internal/external stakeholders. Communicate project statuses, proposals, and technical issues effectively
  • Accountable for all aspects of the products and/or services the team is delivering, including appropriate timeliness and quality.
  • Leadership: Provide leadership, direction, and mentorship to a team of ServiceNow Engineers. Foster a collaborative, innovative, results-driven team environment. Conduct performance reviews, identify training needs, and support the professional development of team members.


About you (experience we seek)

  • Proven experience in a leadership role within a ServiceNow development team or similar IT service management (ITSM) environment.
  • ServiceNow Expertise: Extensive knowledge of ServiceNow platform capabilities, including ITSM, ITOM, ITBM, and custom application development.
  • Project Management: Demonstrated ability to lead and deliver complex IT projects on time and within budget. Familiarity with agile methodologies is preferred.
  • Technical Proficiency: Strong background in software development, system integration, and platform configuration. Experience with scripting languages such as JavaScript, HTML, CSS, and REST/SOAP web services is essential.
  • Certifications: ServiceNow System Administrator and ServiceNow Implementation Specialist certifications are highly desirable. Additional certifications in ITIL or project management methodologies (e.g. PMP, Agile/Scrum) are advantageous.


What we offer you

Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately.

  • 30 days ‘working from anywhere in the world’ policy 
  • Wellbeing support through dedicated apps and an Employee Assistance Programme 
  • 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
  • Pension scheme (various options available including employer contribution matching up to 7%)
  • Generous Private Medical Insurance (within the first month of joining!)
  • Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary) 
  • 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete) 
  • Train Ticket loan (interest-free)
  • Cycle to Work Scheme
  • Free shuttle bus to and from Hatfield Train Station to the Hatfield offices 
  • Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices
  • Opportunity to participate in Sharesave and Buy as You Earn share schemes
  • 15% discount on and free delivery for all employees (within the first month of joining!)


About Ocado Group

When our journey started, we were all about changing the way people shop for groceries. 20 years later, we’re developing our own ground breaking technology, opening multiple sites at an accelerating rate and engaging in exciting new business partnerships around the world!

Transforming an industry also means transforming the way we do business.   As we continually develop new technologies and customer propositions, we’re looking for the Everyday Pioneers to lead us into the next stage of our evolution: enhancing our capabilities, inspiring our teams and developing new ways of working.

Changing the way the world shops, for good.

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