Service Assurance Leader: ITIL4, DevOps & Performance

Marks and Spencer; Salford; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

20% colleague discount

Holiday allowance

Discretionary bonus

Pension and life assurance

Induction and training

Perks portal access

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer in Salford is seeking a Senior Service Assurance Manager to lead Service Management delivery across the designated Tribe(s). You will embed best practices, monitor SLAs and drive improvements with ITIL4, DevOps and SecOps, balancing speed and stability in a fast-paced retail technology environment.

You will coach Tribe members, lead root cause analysis, provide clear reporting to leadership, and collaborate with product and platform owners to ensure compliant, high-performing

Qualifications

• Strong knowledge of ITIL4, DevOps and SecOps in retail contexts.
• Experience improving service management processes and compliance.
• Analytical, data-driven with ability to monitor SLAs and risks.
• Excellent stakeholder management and communication skills.
• Familiar with ServiceNow/Helix, Jira and Power BI.

Responsibilities

• Assure quality and performance of Service Management across Tribes.
• Coach Tribe members on processes and SLA requirements.
• Monitor trends, risks and improvements via insights.
• Lead root cause analysis and drive remediation actions.
• Provide clear reporting to Tribe leadership including post-incident reviews.

Skills

ITIL4

DevOps

SecOps

Stakeholder management

Data analysis

Tools

ServiceNow

Helix

Jira

Power BI

Job description

Marks & Spencer in Salford is seeking a Senior Service Assurance Manager to lead Service Management delivery across the designated Tribe(s). You will embed best practices, monitor SLAs and drive improvements with ITIL4, DevOps and SecOps, balancing speed and stability in a fast-paced retail technology environment.

You will coach Tribe members, lead root cause analysis, provide clear reporting to leadership, and collaborate with product and platform owners to ensure compliant, high-performing