Service Assurance Lead - ITIL4 & DevOps

MARKS&SPENCER; Salford; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

20% colleague discount

Competitive holiday allowance

Discretionary bonus

Strong pension and life assurance

Tailored induction and training

Exclusive perks via M&S Choices

Family policies

Wellbeing support

Job summary

Marks & Spencer is seeking a Senior Service Assurance Manager to lead Service Management across assigned D&T Tribes. You will drive ITIL4, DevOps and SecOps alignment, ensure SLAs are met, and act as a bridge between Tribe teams and business operations to sustain performance and stability.

You will monitor trends, run root cause analyses, and drive improvement initiatives with Tribe leaders to enhance service delivery and risk management.

Qualifications

• Strong Service Management expertise with practical ITIL4, DevOps and SecOps understanding.
• Retail experience would be a distinct advantage.
• Analytical and data-driven decision-making; monitor service performance and risks.
• Excellent communication, reporting and stakeholder management to influence senior leaders.

Responsibilities

• Assure quality, performance and adoption of Service Management across assigned Tribes, meeting SLAs and business objectives.
• Coach and support Tribe members on PM processes, procedures and SLA requirements.
• Monitor compliance, throughput and performance trends; identify risks and improvement opportunities.
• Lead root cause analysis and drive remediation actions for gaps; track actions to completion.
• Provide reporting and stakeholder communication, including Tribe leadership reviews and incident follow-ups.

Skills

Service Management

ITIL4

DevOps

SecOps

Stakeholder management

Data analysis

Power BI

Jira

Tools

ServiceNow/Helix

Jira

Power BI

Job description

Marks & Spencer is seeking a Senior Service Assurance Manager to lead Service Management across assigned D&T Tribes. You will drive ITIL4, DevOps and SecOps alignment, ensure SLAs are met, and act as a bridge between Tribe teams and business operations to sustain performance and stability.

You will monitor trends, run root cause analyses, and drive improvement initiatives with Tribe leaders to enhance service delivery and risk management.