Associate Service Assurance Manager

Marks and Spencer; Greater London; Hybrid; GBP 42,000 - 66,000; Full time

Benefits offered by this job

20% colleague discount across M&S and

Holiday entitlement; buy extra days

Discretionary bonus schemes

Defined Contribution Pension

Wellbeing support and 24/7 Virtual GP

Volunteer day

Job summary

Marks and Spencer is seeking an Associate Service Assurance Manager to help understand how technology suppliers are performing and the impact of service disruptions across the business. You will work across IT Service Management and Partner Management to highlight risks, strengthen accountability and support continuous improvement.

In this role, you’ll analyse supplier incidents, translate complex data into clear insights, and monitor performance against service levels.

Qualifications

• Able to interpret service data and turn findings into practical recommendations.
• Comfortable working with technical and non-technical stakeholders across teams and levels.
• Experience with service performance metrics, incidents, service levels, KPIs or operational reporting.

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.

Skills

Data analysis

Stakeholder communication

Service performance metrics

Incident management

Job description

Summary

At M&S, our trusted Digital & Technology partnerships help us deliver reliable services for customers and colleagues. As an Associate Service Assurance Manager, you'll help the business understand how technology suppliers are performing and the impact service disruptions have across M&S. Working across IT Service Management and Partner Management, you'll bring together service data, supplier insight and technical understanding to highlight risks, strengthen accountability and support continuous improvement.

All the details

What's in it for you?

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.

What you'll do

• 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.

Who you are

• 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.

Everyone's welcome

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.

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