Marks & Spencer
Senior Service Assurance Manager
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Summary
The Senior Service Assurance Manager is a key role within D&T responsible for Service Management delivery assurance across their assigned business Domain(s), product areas, platforms, or infrastructure services.
Assigned to and embedded within the relevant D&T Domain(s), you will provide the primary link between Service Management practices, domain leadership, product teams, engineering teams, and service owners; ensuring Service Management practices are embedded, complied with, and that IT Services are meeting the service levels required by business operations and stores.
As an ambassador for Service Management, you will promote ITIL4, DevOps, and SecOps as complimentary frameworks, working with the various product and platform owners, squad leaders, and their teams to support them to effectively balance velocity and throughput needs with the standardisation and risk reduction and operational stability achieved through adherence to the Service Management Practices.
This role will proactively monitor performance levels, identifying trends, risks, and issues, and will work collaboratively with relevant Domain leaders, product and engineering teams, and service owners to develop insights, establish root causes, and plan and track the implementation of required improvement initiatives and interventions.
The Senior Service Assurance Manager is accountable for the Service Management performance achieved across the assigned Domain(s) and will be able to demonstrate increased performance, maturity, and operational stability over time.
Work with Service Management Practice Owners to assure and mature Service Management practices, ensuring they are consistently defined, measured, improved, and embedded into day-to-day delivery.
This role requires regular engagement with Domain leadership, product and engineering teams, service owners, and key business stakeholders to understand current challenges and risks, reinforce the value of Service Management practices, and secure alignment, buy-in, and sponsorship for improvements.
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What you'll do
- Assure the quality, performance, and consistent adoption of Service Management practices across assigned Tribe’s, ensuring service levels and business objectives are met.
- Coach, train, and support Tribe members on Service Management processes, procedures, and SLA requirements, acting as an accessible point of contact for guidance.
- Monitor compliance, throughput, and performance trends, identifying risks, issues, and improvement opportunities through insight-led analysis.
- Lead root cause analysis and drive remediation actions for performance gaps, ensuring risks, issues, and corrective actions are tracked through to completion.
- Provide clear reporting and stakeholder communication, including Tribe leadership reviews, Service Management alignment, Major Incident updates, and Post-Incident Review follow-through.
Who you are
- Strong Service Management expertise, with practical knowledge of ITIL4, DevOps, and SecOps practices; retail experience would be a distinct advantage.
- Proven experience improving Service Management processes, governance, and compliance, with the ability to identify risks, root causes, and opportunities for continuous improvement.
- Strong analytical and data-driven decision-making skills, including monitoring service performance, SLA compliance, trends, and operational risks.
- Excellent communication, reporting, and stakeholder management skills, with the confidence to influence senior leaders, manage challenging conversations, and secure buy-in for change.
- Solid understanding of IT infrastructure, operations, and service management tools such as ServiceNow/Helix, Jira, and Power BI, with the adaptability to work effectively in a fast-paced environment.
What’s in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value, and service to millions of customers every day. We’re inclusive, fast-moving, and always evolving, with a strong sense of purpose and a focus on doing the right thing.
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Here are just a few of the benefits that make working here even more rewarding:
- 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation.
- Competitive holiday allowance with the option to buy more.
- Discretionary bonus schemes linked to your performance and ours.
- Strong pension and life assurance to help plan for the future.
- Tailored induction and training to support your development from day one.
- Exclusive perks and savings through our M&S Choices portal.
- Market-leading family policies, including parental, adoption, and neonatal leave.
- 24/7 wellbeing support, including virtual GP access and mental health services.
- One paid volunteer day a year to support a cause that matters to you.
Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating, and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organization, trusted and admired by our colleagues, customers, and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
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