Associate Service Assurance Manager

M& S; City of Westminster; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Colleague discount

Bonus schemes

Defined contribution pension

Induction training

Wellbeing support

Volunteer day

Job summary

M&S is seeking a Analyst to analyze supplier incidents and service disruptions, translating complex data into clear insights for diverse audiences. You will monitor performance against SLAs and drive corrective actions, coordinating with multiple teams to improve service stability and supplier accountability.

This role emphasizes storytelling with data, cross-functional collaboration, and ongoing governance participation to help the business and suppliers deliver reliable, high-quality services.

Qualifications

• Experience translating supplier data into actionable insights.
• Strong ability to communicate findings to technical and non-technical audiences.
• Experience with service performance metrics, incidents and KPIs.

Responsibilities

• Analyse supplier incidents and service disruptions to identify trends, understand business impact and recommend improvements.
• Translate complex technical issues and service performance data into clear, actionable insights for different audiences.
• Monitor supplier performance against agreed service levels, measures and obligations.
• Coordinate corrective actions, maintaining clear ownership and visibility of progress.
• Support service reviews and governance forums, helping teams improve service stability, resilience and supplier performance.
• Able to interpret service data, identify meaningful trends and turn findings into practical recommendations.
• Comfortable working with technical and non-technical stakeholders across different teams and levels.
• You bring clear communication and storytelling skills, with the ability to make complex information easy to understand.
• Experience in service performance metrics, incidents, service levels, KPIs or operational reporting.
• Curious and collaborative, with an interest in understanding how technology supports the wider business and finding ways to improve services and supplier accountability.

Skills

Data analysis

Stakeholder communication

Problem solving

Reporting

Tools

SQL

Excel

Job description

• Analyse supplier incidents and service disruptions to identify trends, understand business impact and recommend improvements.
• Translate complex technical issues and service performance data into clear, actionable insights for different audiences.
• Monitor supplier performance against agreed service levels, measures and obligations.
• Coordinate corrective actions, maintaining clear ownership and visibility of progress.
• Support service reviews and governance forums, helping teams improve service stability, resilience and supplier performance.
  Able to interpret service data, identify meaningful trends and turn findings into practical recommendations.
• Comfortable working with technical and non-technical stakeholders across different teams and levels.
• You bring clear communication and storytelling skills, with the ability to make complex information easy to understand.
• Experience in service performance metrics, incidents, service levels, KPIs or operational reporting.
• Curious and collaborative, with an interest in understanding how technology supports the wider business and finding ways to improve services and supplier accountability.
  We are ambitious about the future of retail. We're redefining, innovating and leading the industry into a more conscientious, inspiring digital era. We're redefining how we work together and offering our most exciting opportunities yet. M&S strives to be an inclusive organisation, 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.

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing outstanding quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special:

• After completing your probationary period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.