Service Level Management & Insights Lead

ENGINEERINGUK; Salford; On-site; GBP 80,000 - 100,000; Full time

Job summary

An innovative organization is seeking a Service Level Management and Insights Lead to transform service delivery through strategic insights and performance measurement. In this pivotal role, you will oversee the development of frameworks that enhance service level management and reporting, ensuring alignment with business needs. Your analytical skills will be crucial in translating complex data into actionable insights that drive decision-making. Join a forward-thinking team committed to disrupting the retail industry and fostering an inclusive environment where everyone can thrive. This is an exciting opportunity to make a significant impact in a dynamic sector.

Qualifications

• Retail industry experience is an advantage.
• Strong analytical abilities with expertise in data analysis and performance measurement.

Responsibilities

• Oversee the development of frameworks for effective service level management.
• Lead the design and enhancement of the Service Level Management framework.

Skills

Analytical Skills

Data Analysis

Performance Measurement

Service Level Management

IT Service Management

Team Leadership

Tools

ServiceNow

BMC Helix

Power BI

Tableau

Job description

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Sector: Administration and Secretarial
Role: Manager
Contract Type: Permanent
Hours: Full Time

Summary
The Service Level Management and Insights Lead will ensure that all SLA/XLA's are underpinned by service levels, which are agreed with D&T and its suppliers and will ensure that the measurement and reporting of the service level performance and quality is accurate, high quality and optimised through continual improvement.

You will ensure that Performance trends, risks and issues are investigated to develop and share insights, which will provide the context to improve the services provided to our business colleagues and stores.

This role will develop and be responsible for leading the delivery of the service level performance framework and Measurement and Reporting Roadmaps, which will set out the improvements that will be delivered to continuously improve the value provided to the business by the practices.

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.

Company

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