Director of IT Support and Reliability

Ocadogroup

Sofia, Bulgaria (Sofia) Remote permanent

Posted: March 19, 2026

Job Description

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.

About you

• Leadership: Experience building and scaling Tier 1/2 technical support organizations.

• Technical Frameworks: Deep expertise in ITSM/ITIL frameworks and modern service management platforms (e.g., Jira Service Management, ServiceNow, Zendesk).

• Strategic Mindset: Demonstrated ability to translate complex technical challenges into streamlined operational processes.

• Communication: Exceptional ability to communicate technical concepts to both engineering teams and non-technical stakeholders.

• Preferred Experience: With technologies such as: AMRs, Industrial Automation, Robotics

What we offer

Our Social benefit package includes

The feeling of being part of a team that makes a difference in the world of automation and smart technology is great but here’s also a list of our social benefits.

• Hybrid office attendance policy that sees you onsite 40% of your time

• 30 days of “Work from anywhere” program

• 30 days of annual leave

• Share plan program

• 300 BGN additional monthly allowance

• Enhanced maternity and paternity leave policy

• Medical plan including health & dental coverage

• Life and disability insurance

• Employee assistance program

We also have regular divisional socials, sports clubs not to mention the Ocado Technology Academy for a packed schedule of courses, conferences and events. If you think you have what it takes to make a difference, please submit your application below.

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