Senior Service Assurance Lead: ITIL4, DevOps & SecOps

Marks & Spencer Plc; Eccles; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

20% colleague discount on products

Job summary

Marks & Spencer is seeking a Senior Service Assurance Manager to embed Service Management practices across D&T Tribes. You will link Tribe delivery to SLAs, coach teams, monitor performance, and drive improvements to ensure stable IT services and business outcomes.

You will promote ITIL4, DevOps and SecOps frameworks, collaborate with product owners and squad leaders, and report on incidents and trends to leadership. This is a hybrid role in the UK retail tech environment.

Qualifications

• ITIL4, DevOps and SecOps expertise with practical application.
• Proven ability to improve service management governance and compliance.
• Strong analytical skills to monitor performance, risks and improvements.

Responsibilities

• Assure quality and adoption of Service Management practices across Tribes.
• Coach Tribe members on processes, SLAs and guidance.
• Monitor performance trends, risks and improvement opportunities.
• Lead root cause analysis and drive remediation for gaps.
• Provide clear reporting including Major Incident updates and RCA follow-through.

Skills

ITIL4

DevOps

SecOps

Retail experience

ServiceNow

Helix

Jira

Power BI

Stakeholder management

Tools

ServiceNow

Helix

Jira

Job description

Marks & Spencer is seeking a Senior Service Assurance Manager to embed Service Management practices across D&T Tribes. You will link Tribe delivery to SLAs, coach teams, monitor performance, and drive improvements to ensure stable IT services and business outcomes.

You will promote ITIL4, DevOps and SecOps frameworks, collaborate with product owners and squad leaders, and report on incidents and trends to leadership. This is a hybrid role in the UK retail tech environment.