Continuous Improvement Lead

Store Support Centre - London

Competitive plus benefits

Permanent - Full Time

29 October 2017

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Continuous Improvement Lead

In a nutshell

Sainsbury’s is a data rich business – with information collected from consumers, suppliers and colleagues.  We believe that there is huge value in these data in driving value for our customers and, in turn, value for our shareholders.

This role will, in a nutshell, manage continuous improvements within the DACE (Data and Analytics Centre of Excellence) Operational Support Team with associated process, standards and principles, to make great quality, well understood data available in an accurate and timely manner.

The role will involve working across a mix of traditional RDBMS, Big Data, Digital and new open source platforms with a range of tools and technologies.

The fundamental principle is that data is a corporate asset and, as such, we need to manage and govern it in a way which creates value from that asset.

What I need to do

  • Develop a forward looking improvements pipeline and plan
  • Identify opportunities to improve the services that we provide to the DACE team and wider business
  • Manage a prioritised backlog of changes and improvements ensuring business input and transparency
  • Implement an appropriate small change request process
  • Implement pro-active monitoring and alerting regarding issues with live services
  • Understand the needs of the user community, identify the gaps in our capability and understand the benefits of making improvements
  • Drive the team and 3rd party resources to positively identify improvements that can be made and a process to review and enact as appropriate
  • Prioritise and manage the workload 3rd party resources for small change and fix on fail
  • Help design the pro-active operating model for the operational support team and how that works in Matrix with other functions across DACE and D&T (IT)
  • Identify the appropriate RACI for continuous improvements across operations support, D&T (IT) and DACE
  • Define and implement appropriate processes, principles and standards
  • Ensure appropriate artefacts are created and managed by the team
  • Help create a strategy to develop and manage effective capabilities incorporating small change
  • Implement an approach to monitoring and managing performance in a pro-active manner
  • Identify and implement the appropriate controls framework to ensure solutions are robust and deliver against quality and timeliness SLA’s
  • Manage internal, contract and third party resources to create and implement great operational support with appropriate SOP’s, controls and processes to meet SLA’s
  • Support the evolution of our strategic single customer view capabilities and team end state
  • Drive improvements to our triage and impact assessment processes of upstream changes that may affect DACE capabilities and take appropriate action
  • Ensure there is an effective and efficient way of identifying, undertaking root cause analysis and addressing problems raised through strong incident management processes
  • Drive forward effective small changes, continuous improvement and automation
  • Implement effective performance management and associated reporting, to understand progress and enable timely interventions
  • Ensure solutions  and repositories are documented, communicated and updated

How I will succeed

  • Create a culture within the ops support team that has the desire to continually improve the services they deliver
  • Look for opportunities that will not only benefit the end user, but also reduce costs and create efficiencies
  • Create a great working relationship with colleagues in DACE, internal stakeholder, D&T Ops and associated 3rd Parties
  • Make changes that will improve our ability to deliver a great service that meets SLA’s and exceeds our customer’s expectations
  • Be able to measure the impact of the improvements that are being made
  • Communicate our success at continuous improvements
  • Inspiring and leading a matrix team capable of delivering against our vision.
  • Being focussed on providing a great service and providing value add SME
  • Managing a complex mix of work within tight timescales and budgets in an agile way that ensures maximising our value opportunity
  • Be seen to be the ‘can-do’ enabler and SME for the user community, understanding and delivering against their needs
  • Strive to become a leader in the operational support community

What I need to know

  • Clearly a strong knowledge of the tools, technologies, skills and processes required to deliver continuous improvements.
  • Detailed understanding of operational support models, processes and toolsets
  • Lean Six Sigma or other similar qualification
  • Understanding of design and development of data stores and data warehouses and associated toolsets.

·         How to develop and implement an operational support framework, processes and associated artefacts and controls

  • Strong knowledge and use of operational support toolsets, methodologies and process
  • A good understanding of how to create pro-active operational support improvements
  • An understanding and experience of working in a mix of delivery methodologies including Agile, Scrum and Waterfall
  • A broad understanding of the applications of data from reporting through to data science

What I need to show

  • Previous implementation of enterprise operational support models, toolsets and processes
  • Examples of where you have improved operational capabilities in previous roles
  • Great communication and influencing skills, the ability to embed a continuous improvement culture into an operations team
  • The appropriate level of persuasion, personal influence and assertiveness to be effective, direct matrix teams, change behaviours and manage stakeholders
  • The passion, drive and commitment to succeed in a fast-moving environment
  • Pro-active, self-starter attitude
  • A proven track record of implementing successful, value add operational support models
  • Willingness to travel to work with offshore teams

Resources available to me

  • People – an appropriately sized and skilled team and 3rd party resources
  • Development – A line manager and wider support to help drive your personal and career development
  • Toolsets – A strong mix of more traditional and new big data, open source capabilities
  • A budget – Access to an OPEX budget for small change and fix on fail
  • A wholly engaged business – keen to have ‘data sorted’ and equally keen to help
  • The access to appropriate third party resources

What decisions I can make

  • Engagement model with 3rd Parties
  • How you implement a culture of continuous improvement
  • How pro-active you are
  • Your input into team meetings and strategy
  • Supplier strategy (working with key stakeholders engaged)

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