At a Glance
- Tasks: Lead IT service performance and ensure compliance across the Partnership.
- Company: Join the UK's largest employee-owned business, John Lewis Partnership.
- Benefits: Competitive salary, hybrid working, and a focus on work-life balance.
- Other info: Embrace a culture of ownership and innovation with excellent career growth opportunities.
- Why this job: Make a real impact in a dynamic environment while leading a dedicated team.
- Qualifications: Proven IT leadership experience and mastery of ITIL frameworks.
ABOUT THE ROLE
SERVICE MANAGEMENT is the guardian of end-to-end technology service performance and compliance across the Partnership. Ensuring our IT services operate successfully and align with business requirements, this role acts as a key driver in delivering the Partnership Plan while assuring services operate within our risk appetite. As the Service Assurance Manager, you will own, lead, and assure the design, execution, and quality of vital IT operational processes—including IT Operational Risk, Disaster Recovery & Business Continuity, Capacity, Service Level Management, Service Performance Insight, Service Design/transition and Knowledge Management. You will directly lead a dedicated team (including Service Assurance Leads and Service Design & Transition Leads) to embed robust governance, drive continuous improvement across Value Streams, and hold strategic third-party vendors accountable to high delivery standards.
AT A GLANCE
- Expected Salary: £75,600 - £115,000 (depending upon experience)
- Hybrid Working - This is a hybrid working role, therefore your time will primarily be split between working from home and the Bracknell Head Office. However, there will also be an expectation to visit other locations as the need arises.
- Contract type - Fixed-Term Contract up to 12 months.
KEY RESPONSIBILITIES
- Own IT Operational Risk & Continuity: Accountable for the design, performance, and maturity of the IT Operational Risk management and IT Service Continuity (DR/BCP) processes, ensuring coherent plans across end-to-end services.
- Manage Capacity & Service Levels: Lead end-to-end Capacity Management and Service Level Management processes to ensure clear visibility of business capacity drivers and optimal service performance.
- Drive Insight & Knowledge Management: Own the IT Knowledge Management and Service Performance Insight processes, delivering timely reporting to Service Management, technology owners, and senior leadership.
- Lead Service Design & Transition: Directly manage the Service Design & Transition Team, ensuring all key deliverables are met prior to project go-live and driving governance across Value Streams.
- Vendor & Partner Governance: Hold operational Service Management partners and strategic third-party vendors accountable to contractually and operationally meet high delivery standards.
- Process Integration & Escalation: Drive integration across SIAM processes and act as a senior point of escalation, liaising with senior IT and business leadership when required.
ESSENTIAL SKILLS/EXPERIENCE
- Senior IT Leadership: Proven track record of leading IT operations, service management, or delivery at a senior level.
- ITIL Mastery: Practical experience in ITIL frameworks (v3 and/or v4).
- Outsourced & Vendor Management: Demonstrated ability to operate and lead effectively within a large-scale, outsourced environment.
- Risk Management: Robust experience managing risk within complex, enterprise IT environments.
- Senior Stakeholder Communication: Excellent ability to translate complex messages, report effectively, and influence senior stakeholders inside and outside of IT.
- People & Team Leadership: Proven success in managing teams, setting priorities, and driving process maturity goals.
DESIRABLE SKILLS/EXPERIENCE
- Retail Industry Knowledge: Understanding and experience of retail business capabilities, processes, and technology patterns.
- Modern Delivery Environments: Experience operating within DevOps, CI/CD and Agile delivery models.
ABOUT THE PARTNERSHIP
We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us. We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose. As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. As Partners, we make all the difference. And, we all own it.
Important points to note: It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles. We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants. We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.
Service Assurance Manager in Bracknell employer: John Lewis plc
John Lewis plc is an excellent employer, offering a supportive work culture at The Odney Hotel in the picturesque setting of Cookham, Berkshire. Employees benefit from competitive pay, flexible part-time hours, and opportunities for growth within a renowned company known for its commitment to customer service excellence. Join us to be part of a team that values your contributions and fosters a rewarding career in hospitality.
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We think this is how you could land Service Assurance Manager in Bracknell
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We think you need these skills to ace Service Assurance Manager in Bracknell
Some tips for your application 🫡
Showcase Your Analytical Skills:In management consulting, employers love to see your problem-solving abilities right from the get-go. Be sure to highlight any relevant analytical projects you've worked on, particularly those that show how you tackled complex problems. If you’ve done any case studies or analysis during your studies, throw those in your CV!
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How to prepare for a job interview at John Lewis plc
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Since this is a temporary role, it's crucial we showcase our ability to hit the ground running. Have examples ready that illustrate how we've adapted quickly in past positions or projects. This shows that we can contribute effectively from day one at John Lewis plc.
✨Be Ready to Discuss Cultural Fit
Temporary roles often come with a focus on team dynamics. Prepare to discuss how we align with the values and culture at John Lewis plc. We want to highlight our teamwork experiences and how we can mesh with their consulting teams, making it clear that we're not just looking to fill a spot but to add value.
