Service Level Management & Insights Lead

MARKS&SPENCER; Salford; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Joining MARKS&SPENCER means being part of a dynamic business that prioritizes exceptional quality and service. In this role as a Service Level Manager, you will oversee frameworks that enhance service delivery. Your strong analytical skills and experience in service level management will be critical in translating data into actionable insights that drive strategic decisions, contributing to the company's innovative and inclusive culture.

Benefits

20% colleague discount across all M&S products

Competitive holiday entitlement

Discretionary bonus schemes

Generous Defined Contribution Pension Scheme

Wide range of training programmes

Access to wellbeing support

Qualifications

• Strong analytical abilities with expertise in data analysis.
• Demonstrable experience in leading teams and driving strategic initiatives.
• Solid technical knowledge of IT infrastructure and network operations.

Responsibilities

• Oversee the development of frameworks for service level management.
• Lead the design and implementation of service level management frameworks.
• Ensure accurate data collection and translate metrics into actionable insights.

Skills

Analytical abilities

Data analysis

Performance measurement

Metrics-based insights

Education

Experience in Service Level Management or IT Service Management

Retail industry experience

Tools

ITSM tools (ServiceNow, BMC Helix)

Data visualization tools (Power BI, Tableau)

Job description

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 exceptional 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

• Oversee the development of frameworks and methodologies that support effective service level management, reporting, and insights generation.
• Lead the design, implementation, and enhancement of the Service Level Management framework ensuring it is updated to reflect the current needs of the business
• Ensure that SLAs, OLAs, and underpinning agreements are established, reviewed, and updated in line with evolving business requirements and service capabilities.
• Ensure that SLM Performance is periodically reviewed and agreed with D&T Service Providers and D&T Service Assurance Managers.
• Ensure accurate data collection, analysis, and presentation, translating metrics into actionable insights that inform decision-making at both operational and strategic levels.

Who you are

• Retail industry experience is an advantage
• Strong analytical abilities with expertise in data analysis, performance measurement, and metrics-based insights, with an aptitude for translating data into actionable insights.
• Proven ability in Service Level Management, IT Service Management, or related roles, with demonstrable experience in leading teams and driving strategic initiatives.
• Solid technical knowledge of IT infrastructure, products/applications, and network operations, with a clear understanding of how these components are consumed by Business Operations
• Proficiency in ITSM tools (e.g., ServiceNow/ BMC Helix) and data visualisation/reporting platforms (e.g., Power BI, Tableau) to support effective reporting and insights generation.
• Experience working with IT Service Management (ITSM) platforms, including ServiceNow / BMC Helix, and with an excellent understanding of Service Level Management capabilities.

Everyone's welcome

We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer 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.

#LI-OT1 #LI-Hybrid