Change Enablement Manager - ITSM

Marks and Spencer; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading retail organization in Manchester is seeking a Change Enablement Manager to oversee the Change Enablement process within a high-velocity DevOps environment. The ideal candidate should have strong knowledge of DevOps practices, deep expertise in ITIL service management, and experience in leading change processes effectively. You will work closely with various teams to ensure efficient handling of changes and maintain business stability. This role offers numerous benefits including discounts, bonuses, and a generous pension scheme.

Benefits

20% colleague discount

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension Scheme

Wellbeing support

Charity volunteer day

Qualifications

• Strong knowledge of DevOps and CI/CD processes with their impact on Change Enablement.
• Deep expertise in ITIL service management practices.
• Experience leading and governing change processes effectively.

Responsibilities

• Oversee the Change Enablement process for D&T products and services.
• Implement controls to maintain business operations integrity.
• Collaborate with DevOps teams to align change management with CI/CD.

Skills

DevOps knowledge

ITIL service management

Change Management

Collaboration enablers

Tools

ServiceNow

Jira

Confluence

GitHub

Job description

Summary

The Change Enablement Manager plays a critical role within the Service Management organisation, responsible for governing and facilitating the Change Enablement process in the D&T high-velocity DevOps environment. This role ensures that changes to D&T products and services are efficiently planned, assessed, approved, scheduled, and implemented to minimise disruption to business operations whilst accelerating speed to value.

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 exceptional 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

• Oversee and manage the end-to-end Change Enablement process, ensuring that all changes to D&T products and services are effectively planned, assessed, approved, scheduled, and implemented.
• Implement appropriate controls and governance to maintain the stability and integrity of business operations while facilitating change in a high-velocity DevOps environment.
• Define, document, and implement Standard Changes (pre-approved, low-risk changes), ensuring they are aligned with ITIL 4 practices and are continuously optimised for speed and efficiency.
• Collaborate closely with DevOps teams to align change management processes with Continuous Integration/Continuous Deployment (CI/CD) pipelines, ensuring that the change process does not hinder automation or the speed of deployment.
• Ensure the efficient and effective handling of Emergency Changes to resolve urgent incidents or risks, adhering to a defined escalation path and prioritising based on business impact.

Who you are

• Strong knowledge of DevOps, high-velocity environments with an understanding of CI/CD processes and their impact on Change Enablement.
• Deep expertise in ITIL service management practices, including incident, event, asset, configuration, problem, change and release Management.
• Strong experience leading and governing change processes to ensure that changes are well-planned and executed with minimal disruption
• Solid technical knowledge of IT infrastructure, products/applications, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause unplanned disruption.
• Experience working with IT Service Management (ITSM) and DevOps tools and platforms, including ServiceNow / BMC Helix, Jira, Confluence and GitHub and with an excellent understanding and experience of Change Management module capabilities, collaboration enablers.

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 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.