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- Tasks: Lead service management practices, ensuring IT services meet business needs and performance standards.
- Company: Join M&S, a dynamic retailer committed to quality, value, and exceptional customer service.
- Benefits: Enjoy 20% discount, competitive holidays, bonuses, and wellbeing support including a 24/7 Virtual GP.
- Why this job: Be part of an innovative team driving change in retail while championing ITIL4 and DevOps frameworks.
- Qualifications: Deep knowledge of ITIL4, DevOps, and SecOps; strong communication and analytical skills required.
- Other info: Inclusive culture where passion and hard work are valued; flexible working options available.
The predicted salary is between 43200 - 72000 £ per year.
All the details
Summary
The Senior Service Assurance Manager plays a critical role in ensuring the delivery and performance of Service Management practices across assigned D&T Tribes. Embedded within product, platform, or infrastructure teams, you\’ll act as the key link between Service Management and day-to-day delivery-making sure IT services meet required service levels for the business and its stores.
As a Service Management ambassador, you\’ll champion ITIL4, DevOps, and SecOps frameworks, helping teams balance agility with stability and risk control. You\’ll proactively monitor performance, identify trends and risks, and drive improvements in collaboration with Tribe leaders and squads.
With responsibility for service performance and practice maturity, you\’ll regularly engage with senior stakeholders to address challenges, build alignment, and ensure continuous improvement across the Tribes you support.
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 quality, performance, and consistent adoption of Service Management practices across the Tribe, ensuring alignment with SLAs and continuous improvement.
- Act as a key point of contact for Tribe members, delivering targeted coaching, training, and onboarding to embed processes and ensure effective service delivery.
- Analyse service data to identify trends, emerging risks, and underperformance. Lead root cause analysis, develop remediation plans, and ensure issues are tracked and resolved.
- Own business communications during Major Incidents, contribute to Post-Incident Reviews (PIRs), and chair regular performance reviews with Tribe and Service Management leadership.
- Share insights, lessons learned, and scalable solutions across the wider D&T Service Assurance community to improve practice maturity and operational efficiency.
Who you are
- Deep knowledge of ITIL4, DevOps, and SecOps frameworks, with experience in governance, compliance, and continuous process improvement.
- Skilled in performance monitoring, SLA compliance, risk management, and using data insights to drive improvements and resolve service issues.
- Excellent verbal and written skills to present service performance and risks, manage conflict, influence leadership, and communicate change effectively.
- Proven ability to work cross-functionally with Tribe leaders, stakeholders, and technical teams to drive alignment, resolve challenges, and embed best practices.
- Retail industry experience is an advantage, supported by strong understanding of IT operations and proficiency with tools like ServiceNow, Jira, and Power BI.
Everyone\’s welcome
We\’re ambitious about the future of retail. We\’re innovating, disrupting, and leading the way into a more inspiring, digital era. It\’s an exciting time to be part of M&S.
To support us on our journey, we\’re building inclusive, diverse teams where everyone can be themselves, do their best work, and make change happen. We support each other and succeed together.
Don\’t worry if you don\’t meet every single requirement of the job description. It\’s more of a guide to what\’s possible within the role. If you\’re passionate, ready to work hard, and think the role feels right for you, we\’d love to hear from you.
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Snr Service Assurance Manager employer: Marks and Spencer
Contact Detail:
Marks and Spencer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Snr Service Assurance Manager
✨Tip Number 1
Familiarise yourself with ITIL4, DevOps, and SecOps frameworks. Understanding these concepts deeply will not only help you in interviews but also demonstrate your commitment to the role and its requirements.
✨Tip Number 2
Network with current or former employees of M&S, especially those in service management roles. They can provide valuable insights into the company culture and expectations, which can be a game-changer during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery or performance in previous roles. Being able to articulate your past successes will showcase your ability to drive improvements at M&S.
✨Tip Number 4
Stay updated on the latest trends in retail technology and service management. Showing that you're knowledgeable about industry developments can set you apart from other candidates and demonstrate your passion for the field.
We think you need these skills to ace Snr Service Assurance Manager
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the responsibilities and requirements of the Senior Service Assurance Manager position. Highlight how your skills and experiences align with the key aspects mentioned in the job description.
Tailor Your CV: Customise your CV to reflect your experience with ITIL4, DevOps, and SecOps frameworks. Include specific examples of how you've contributed to service management practices and improved performance in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that not only showcases your qualifications but also demonstrates your passion for the role and the company. Mention your understanding of M&S's values and how you can contribute to their mission of delivering exceptional quality and service.
Showcase Your Communication Skills: Since excellent verbal and written communication skills are crucial for this role, ensure your application is clear, concise, and free of errors. Use professional language and structure your application logically to make a strong impression.
How to prepare for a job interview at Marks and Spencer
✨Showcase Your ITIL4, DevOps, and SecOps Knowledge
Make sure to highlight your deep understanding of ITIL4, DevOps, and SecOps frameworks during the interview. Be prepared to discuss how you've applied these principles in previous roles, particularly in relation to service management and performance improvement.
✨Demonstrate Data-Driven Decision Making
Since the role involves analysing service data to identify trends and risks, come equipped with examples of how you've used data insights to drive improvements in past positions. This will show your analytical skills and ability to resolve service issues effectively.
✨Prepare for Stakeholder Engagement Scenarios
As you'll be engaging with senior stakeholders, think of scenarios where you've successfully managed conflict or influenced leadership. Prepare to share these experiences, as they will demonstrate your communication skills and ability to work cross-functionally.
✨Emphasise Continuous Improvement Mindset
The role requires a focus on continuous improvement, so be ready to discuss specific instances where you've led initiatives to enhance service delivery or practice maturity. This will illustrate your proactive approach and commitment to excellence.
