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- Tasks: Own and resolve high-priority incidents, ensuring swift service restoration.
- Company: Join Ocado Retail, the world's largest online supermarket with a vibrant team.
- Benefits: Enjoy healthcare perks, discounts, and 30 days of paid holiday.
- Other info: Hybrid working model with excellent career development opportunities.
- Why this job: Make a real impact in a fast-paced environment while growing your career.
- Qualifications: Experience in Incident Management and strong communication skills required.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Incident Manager role at Ocado Retail
Contract type: Permanent
Location: Sunderland – Hybrid working – 3 days in the office
Working hours per week: 40 hours
Level: Manager
Application Closing Date: Friday 7th November 2025
About Us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivaled service, and reassuringly good value. We’re Ocado Retail, a market‑leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket. We’re also the brains behind Zoom by Ocado, our same‑day grocery delivery service.
About The Team And The Role
The Incident Manager will be based in Sunderland and will work closely with the IT Service Management team and stakeholders across the business. This is a critical role responsible for owning and driving the efficient management, escalation, and resolution of high‑priority IT, E‑commerce, and new stack of customer application incidents across the organisation. The role reports to the IT Service Lead and is key to establishing a mature and confident Incident Management process.
What You’ll Do
Incident Ownership and Drive Resolution
- Take ownership of all high‑priority incidents.
- Drive the incident process through escalation and resolution, ensuring swift restoration of service.
- Serve as the end‑state owner for critical incidents to ensure fulfillment and successful resolution.
- Escalate issues with external partners as needed, especially if delays or lack of traction are encountered.
- Work closely with the Service Delivery Manager to manage and prevent persistent P2 issues from escalating or festering.
- Participate in an on‑call rotation to manage out‑of‑hours major incidents.
Incident Communication and Stakeholder Management
- Manage all internal and external communication for critical incidents to ensure high visibility and context for all stakeholders, including senior leadership.
- Initiate communication channels for P0/P1 incidents, inviting all relevant parties.
- Provide regular updates to stakeholders on progress and resolution efforts.
Problem Management and Continuous Improvement
- Oversee the Problem Management process for recurring issues, specifically for any trend of three or more related incidents.
- Ensure that a PMIR is completed after resolution of a major incident.
- Identify and advocate for CSI plans to address underlying issues and prevent recurrence.
Process Development and Governance
- Develop, model, and refine the Incident Management process, to establish robust use cases and a final, permanent process.
- Contribute to regular governance meetings by reviewing service incidents and providing reports on platform stability and performance to senior management.
Training and Mentorship
- Offer a developmental pathway for other support roles into Incident Management, emphasizing triaging and understanding processes beyond standard playbooks.
Who You Are
- Proven experience in an Incident Management role, preferably in a high‑velocity, live trading environment.
- Strong knowledge and experience applying the ITIL framework for Incident and Problem Management.
- Exceptional communication and stakeholder management skills, with the ability to clearly manage and direct high‑pressure, cross‑functional incident response.
- Ability to think quickly and maintain confidence and clarity in high‑stress situations.
- Experience or comfort with an on‑call model for true out‑of‑hours coverage is beneficial.
- Understanding of key support systems and applications, including Fresh Service (or similar ITSM tools), Salesforce/Google, and E‑commerce platforms.
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.
Benefits
- 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.
- Holiday: The holiday year runs from September 1st to August 31st with 30 days of paid holiday plus Christmas Day, Boxing Day and New Year’s Day (unless declared working days).
Hiring Process
We receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. 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‑opportunity employer. That means we treat all potential colleagues fairly and equally. If you require reasonable adjustments during the recruitment process, please let us know on the application form.
Referrals increase your chances of interviewing at Ocado Retail by 2x.
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Incident Manager employer: Ocado Retail
Contact Detail:
Ocado Retail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Ocado Retail on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can double your chances of landing that interview.
✨Tip Number 2
Prepare for the interview by practising common incident management scenarios. Think about how you'd handle high-pressure situations and be ready to share your experiences. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, as an Incident Manager, you'll need to keep stakeholders informed, so let that shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the Ocado Retail team.
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Show Your Incident Management Skills: Make sure to highlight your experience in incident management, especially in high-pressure environments. We want to see how you've successfully handled critical incidents and driven resolutions in the past.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. This shows us you’re genuinely interested in the role and understand what we’re looking for.
Be Yourself: While it’s great to use AI tools to polish your application, don’t forget to let your personality shine through. We want to know who you are beyond your qualifications, so share your unique experiences and passions!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It helps us keep track of your application and ensures you’re considered for the role as quickly as possible!
How to prepare for a job interview at Ocado Retail
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of the ITIL framework and how it applies to incident management. Be ready to discuss specific examples from your past experience where you've successfully managed high-priority incidents, as this will show that you can handle the pressure in a live trading environment.
✨Communicate Like a Pro
Since communication is key in this role, practice articulating your thoughts clearly and confidently. Prepare to explain how you would manage internal and external communications during a critical incident, ensuring all stakeholders are kept in the loop. Think about how you can demonstrate your exceptional stakeholder management skills.
✨Showcase Your Problem-Solving Skills
Be ready to discuss how you've tackled recurring issues in the past. Highlight any experience you have with problem management processes and how you've contributed to continuous improvement. This will show that you're not just reactive but also proactive in preventing future incidents.
✨Prepare for High-Pressure Scenarios
Expect to be asked about how you handle stress and make decisions under pressure. Think of specific situations where you've had to think quickly and maintain clarity. Practising these scenarios can help you feel more confident and articulate during the interview.