IT Change & Release Manager — Lead with AI-Driven ITSM

Ocado Retail

Hatfield

Hybrid

GBP 65,000 - 90,000

Full time

9 days ago

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Benefits offered by this job

Private medical insurance

Ocado & M&S discounts

Pension contributions (matched)

Hybrid working

Generous holiday & flexible time

Job summary

Ocado Retail is seeking an IT Change & Release Manager for a 12-month fixed-term contract in Hatfield with hybrid working (3 days in the office). The role leads the evolution and governance of our Change & Release capabilities, ensuring safe, scalable live services and strong collaboration with the IT Service Operations Lead and external teams.

You’ll own processes, metrics, and AI-enabled automation, drive service transition initiatives, and shape ITSM tooling to deliver intelligent

Qualifications

Proven experience designing and optimizing Change & Release processes.
Excellent stakeholder management and communication skills.
Familiarity with Freshservice or similar SaaS ITSM tooling; interest in AI-driven automation.
Experience coordinating with third-party teams and service transition.

Responsibilities

Process Ownership & Optimisation: own and educate on Change & Release processes.
Functional Leadership: lead the Change & Release function daily.
Quality Controls & Metrics: design KPIs, dashboards, and continuous improvement plans.
Project Transition & Collaboration: partner with project teams for onboarding new services.
Vendor & Partner Coordination: coordinate with external tech teams.
ITSM Tooling & AI Innovation: leverage ITSM platforms and explore AI capabilities.