Service Operations Specialist

About the role

The Service Operations Specialist will be the vital link that ensures seamless, reliable, and efficient operation of our infrastructure and systems across Fresh Choice sites. You will thrive in a fast‑paced environment, turning ambiguity into clear, measurable outcomes.

Key responsibilities

• Lead initiatives to capture, analyse, and prioritise service delivery improvements.
• Manage the full lifecycle of incidents and changes, especially those with major impact.
• Analyse recurring support incidents to identify system defects, training gaps, or process failures and drive permanent resolutions.
• Act as liaison between business needs and technical specifications, championing system changes within the support team.
• Plan and execute User Acceptance Testing (UAT) for new features or fixes.
• Perform deep‑dive root‑cause analysis, creating documentation such as use cases and acceptance criteria.
• Ensure system stability and operational resilience.

Required profile

• Comfortable working under high pressure and shifting priorities.
• Calm, analytical mindset with the ability to bring clarity to chaotic situations.
• Strong communication skills to translate business requirements into technical solutions.
• Proactive attitude toward continuous improvement.

Required skills

• Incident Management
• Change Management
• User Acceptance Testing (UAT)
• Systems Analysis

What we offer

• Dynamic, inclusive workplace supporting career growth.
• Opportunities to make a meaningful impact across a large retail network.