Senior Service Assurance & Performance Lead

Marks and Spencer; Manchester; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

20% discount

Holiday allowance

Discretionary bonus

Pension and life assurance

Induction and training

M&S Choices portal

Family policies

Wellbeing support

Volunteer day

Job summary

The Senior Service Assurance Manager at Marks & Spencer is a key role within D&T, delivering service management assurance across assigned Tribes. Embedded within the D&T Tribes, you will link Service Management with Tribe members to ensure IT services meet business SLAs for Operations and Stores.

You will champion ITIL4, DevOps and SecOps as integrated frameworks, monitor performance, lead root cause analysis and drive improvements with Tribe leaders to balance velocity with stability and risk

Qualifications

• Strong Service Management expertise with ITIL4, DevOps and SecOps.
• Experience improving service governance and compliance.
• Ability to identify risks and opportunities for improvement.

Responsibilities

• Assure quality, performance and adoption of Service Management across Tribes.
• Coach and support Tribe members on SLA requirements.
• Monitor compliance and performance trends, identify risks.
• Lead root cause analysis and drive remediation actions.
• Provide reporting and stakeholder communication including Major Incident updates.

Skills

ITIL4

DevOps

SecOps

Stakeholder management

Data-driven decision making

Tools

ServiceNow

Jira

Power BI

Job description

The Senior Service Assurance Manager at Marks & Spencer is a key role within D&T, delivering service management assurance across assigned Tribes. Embedded within the D&T Tribes, you will link Service Management with Tribe members to ensure IT services meet business SLAs for Operations and Stores.

You will champion ITIL4, DevOps and SecOps as integrated frameworks, monitor performance, lead root cause analysis and drive improvements with Tribe leaders to balance velocity with stability and risk