Senior Platform Engineer - Network Operations

Marks and Spencer; Manchester; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

20% colleague discount

Holiday entitlement

Discretionary bonus

Pension scheme

Induction & training

Wellbeing support

Volunteer day

Job summary

Marks & Spencer is seeking an Operations Manager for the Connectivity (Network) team to continually improve service delivery across M&S sites. You will bridge engineering with strategy and vendor management to ensure high availability, security and performance.

You’ll lead from the front, supporting engineers and partners with escalations while driving service quality and continuous improvement across the support function.

Qualifications

• Experience in enterprise network operations including cloud, datacentre, WAN, LAN, wireless and security technologies.
• Comfortable working with ITIL processes, ITSM tooling, service management disciplines and performance reporting.
• Ability to analyse complex technical issues, perform root cause analysis and communicate solutions clearly to technical and non-technical audiences.
• Experience working with partners and cross-functional teams to deliver outcomes in complex environments.
• Collaborative and accountable approach with interest in continuous improvement, automation, security and operational excellence.

Responsibilities

• Lead the day-to-day operation, availability and stability of the M&S network platform, ensuring services remain resilient, secure and reliable.
• Manage incident, problem and change activities, providing technical leadership during escalated incidents and driving effective resolution and root cause analysis.
• Partner with suppliers, service providers and internal stakeholders to deliver service performance, governance, compliance and operational excellence.
• Develop and improve operational processes, automation, monitoring, reporting and KPI frameworks to enhance service quality and efficiency.
• Champion continuous improvement, identifying opportunities to strengthen reliability, security, resilience and cost-effectiveness across the network estate.

Skills

Enterprise network operations

ITIL / ITSM

Network security

Vendor & partner management

Root cause analysis

Cross-functional collaboration

Job description

Summary

The Operations Manager in our Connectivity (Network) team is responsible for continually improving the service delivered by the M&S and its Connectivity Partners, while ensuring commercial value and effective operational oversight.

This role bridges technical engineering with strategy and vendor management to ensure high availability, security, and performance of connectivity services across all M&S sites.

You’ll lead from the front, supporting engineers and partners with technical escalations while driving service quality, customer satisfaction, and continuous improvement across the support function.

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

• Lead the day-to-day operation, availability and stability of the M&S network platform, ensuring services remain resilient, secure and reliable.
• Manage incident, problem and change activities, providing technical leadership during escalated incidents and driving effective resolution and root cause analysis.
• Partner with suppliers, service providers and internal stakeholders to deliver service performance, governance, compliance and operational excellence.
• Develop and improve operational processes, automation, monitoring, reporting and KPI frameworks to enhance service quality and efficiency.
• Champion continuous improvement, identifying opportunities to strengthen reliability, security, resilience and cost-effectiveness across the network estate.

Who you are

• You bring experience in enterprise network operations, including cloud, datacentre, WAN, LAN, wireless and security technologies.
• Comfortable working with ITIL processes, ITSM tooling, service management disciplines and performance reporting.
• Able to analyse complex technical issues, perform root cause analysis and communicate solutions clearly to both technical and non-technical audiences.
• Experience working with partners and cross-functional teams, building strong relationships to deliver outcomes in complex environments.
• You have a collaborative and accountable approach, with an interest in continuous improvement, automation, security and operational excellence.

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.