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Division/Dept.

Sainsbury’s Tech

Location

Coventry / London / Manchester & Home

Reporting to

Head of Technology (C6)

In a nutshell

In Sainsbury's Tech we build the technology which powers the UK's number 1 multi-channel, multi brand retailer.

The Technology Analyst role is a key role in the Partner Delivery team and is central to the business-critical transformation of Technology delivery and our business strategy at Sainsbury's. Sainsbury’s Tech has a complex resourcing model, working within a matrix team structure, including internal and external teams, both on and offshore, and strong partnering with external Tech organisations e.g. Accenture, TCS, etc. Reporting through to a Head of Technology, the Technology Analyst works at the heart of this operating model.

The Technology Analyst will have a passion for Technology and a strong focus on data. Using insight and being a data detective that understands the reason for data change, the Technology Analyst will identify and share findings with the Technology Manager / Head of Technology, in support of informed decision making. They will be able to identify a consistent approach to the metrics presented at service reviews and Product Councils which will support stakeholders in bigger picture thinking / decision making.

The Technology Analyst will build effective peer to peer relationships with the different teams and external third parties. They will continually review how products, teams, finances and services are performing and using data, make recommendations on how we can improve the value of the reporting available. They will understand desired outcomes and associated commercial impacts, which means that they will constantly need to be aware of emerging issues and trends.

What you need to do

Technical Assurance

• Partner with a range of Sainsbury's Tech colleagues, third party suppliers and strategic partners to assure that we deliver on our strategic outcomes and goals.
• In Tech, specifically partner colleagues in product, service and engineering, to ensure that business requirements are fully understood and met - this includes developing robust processes, service acceptance criteria, communication plans, deployment plans and that required procedural changes are successfully made.
• Work in collaboration with Architecture and Engineering ensuring our Sainsbury's Tech Operating framework and technology principles are followed.
• Work alongside product, engineering and 3rd party suppliers, identifying key risks and issues early, building a sensible approach to mitigation.
• Communicate & share technical decisions with non-technical stakeholders across the business. Manage conflicting priorities and robustly challenge at all stages, translate complex/technical issues to non- technical audiences.

Communication and Stakeholder Management

• Develop highly effective relationships with colleagues at all levels, demonstrating control over both internal and supplier progress, and escalating where necessary.
• Effectively manage information received from Clients, Partners and colleagues through any channels of feedback, ensuring we are addressing service issues and constantly developing standards. This involves influencing outcomes and persuading others to prioritise activities.
• Be a key point of contact for Engineering, BAU, 3rd party managed solutions and vendors.
• Utilise the strong relationships you’ve built within Sainsbury's Tech and the business at all levels up to the Head of Technology (C6), openly communicating relevant information to target audiences, adapting and responding to changing demands

Financial Accountability

• Responsible for and working alongside the Asset Management and Procurement functions. Tenacious about reducing Tech operating costs with suppliers which includes reviewing work orders submitted by the supplier for flex resource and operational costs.
• Responsible for understanding contacts within your scope in detail, looking for opportunities to save costs.

Service, Delivery and Risk Management

• Responsible for providing resilient day-to-day service which achieves our agreed business outcomes, including support for Incident, Change and Problem management.
• Alongside the Technology Manage, you will be responsible for delivering the Service Strategies for your respective products/functional areas, working closely with relevant Engineering Teams
• Regularly review progress of deliverables and effectively manage any risk or changes e.g., business requirements, and milestones.
• Work on the critical incidents and user service requests and be responsible for SLA (Service Level Agreement) adherence. Working alongside service assurance on tracking and reporting and continually improving the service.
• Monitoring the day-to-day operations of your service, using various reports at your disposal, building a view allowing trends to be understood
• Working with the engineering teams to ensure system production changes are transitioned to relevant BAU (Business As Usual) Service teams in a stable state so not affect system KPis (Key Performance Indicators) where appropriate.
• Culturally embed a methodology for delivering high quality service across their relevant domain.
• Remain focused on the most critical/impactful activities using all resources to maximum advantage; deal with ambiguity and ask perceptive questions to gain clarity and remain resilient in the face of setbacks and robustly oversee performance and progression.

What you need to know and show

• Experience of working with large scale outsourced operations
• Experience of reviewing data to understand and document trends that supports our teams to be their best
• Using initiative - identifies opportunities through the data to make the way we work simpler or looks for ways of improving service in the team and ensures colleagues understand how what they do influences the customer
• A drive to investigate issues further and face into our challenges and opportunities in controlling the data and the way we might use this to improve the efficiency and effectiveness of our operation
• Experience of working with large scale third-party suppliers in large scale organisations
• Experience in service management, including an understanding and experience of using the ITIL (Information Technology Infrastructure Library) framework.
• Experience of interpreting and analysing data, using the insights gained from any analysis to provide reports and recommendations that help build and improve business processes.
• Experience of managing a large finance portfolio and Operational costs, how these impact our business and a proven track record of driving down these costs
• Ability to coach others to make the right ‘customer’ decision.
• Excellent Customer Service: coaching others to make customer-oriented decisions and shares great stories of exceptional customer service.
• Communicating and influencing, including managing messages when presenting to stakeholders
• Ability to work independently and proactively.
• Able to participate in technical detail, where required.
• Take accountability for personal development including seeking feedback, building, and maintaining a meaningful personal development plan.

What decisions I can make

• When to communicate possible behaviours that could change or reduce our costs and improve our service.
• Review solutions which will fall into BAU support.
• Advise on the approval of changes to solutions in the live environment
• Feed into the approach to roll out and deployment plans for the team.
• Budget decisions at the tower level up to circa £25m.

Directly or indirectly manages

• Access to the support of Architecture, Service and Engineering expertise
• Partnership with 100+ Strategic Partner colleagues
• Partnership with Technology managers within the team and Engineering managers across the domain.

Support we will provide

• Financial training
• Information Security team
• Product teams
• Technical subject matter experts across the domain
• Procurement and Supplier Management support
• Use of various tech linked systems including knowledge of why we have these systems and tools and what they do
• Leaming and Development resources, including Our Sainsbury's.