At a Glance
- Tasks: Lead a team to enhance service performance and deliver insightful reporting.
- Company: Join M&S, a forward-thinking retail leader committed to innovation and inclusivity.
- Benefits: Enjoy discounts, competitive holidays, bonuses, and 24/7 wellbeing support.
- Other info: Be part of a diverse team driving change in the retail industry.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in service management and strong analytical skills required.
The predicted salary is between 60000 - 75000 € per year.
The Service Level Management and Insights Lead is a key role within D&T Service Management, owning Service Level Management and Measurement & Reporting. Leading a team of service level and reporting specialists, the role is accountable for delivering performance and value. You will define and maintain the service performance framework, ensuring service levels, SLAs/XLAs, and reporting align with business needs and supplier agreements. The role ensures accurate, high-quality measurement through continuous improvement.
You will analyse performance trends, risks, and issues to generate insights that improve service quality, and lead delivery of performance frameworks and improvement roadmaps. Working with Service Assurance, Practice Owners, Product Owners, and partners, you will ensure services meet or exceed targets. Success is measured through stakeholder satisfaction, reporting quality, insight value, and improved service performance. You will also collaborate across Service Management to share best practice and scale effective improvements.
What you’ll do:
- Lead, mentor, and develop a team of Service Level Managers and Reporting Analysts, fostering a high-performance, service-focused culture.
- Own and evolve the Service Level Management, reporting, and insights strategy, ensuring alignment with business objectives.
- Establish and govern SLAs, OLAs, and supporting frameworks, driving compliance, regular performance reviews, and continuous improvement.
- Oversee delivery of high-quality reporting and analytics, translating data into actionable insights and predictive improvements.
- Build strong stakeholder relationships and collaborate across teams to integrate processes, optimise delivery, and leverage automation and tools.
Who you are:
- Proven experience in Service Level or IT Service Management, with a strong track record of leading teams and delivering strategic outcomes.
- Strong leadership capability with the ability to coach, develop, and inspire teams while driving accountability and continuous improvement.
- Advanced analytical skills, with the ability to interpret performance data and translate it into actionable, insight-led decisions.
- Deep expertise in service management practices, including SLA/OLA/XLA design, performance frameworks, reporting, and continual improvement.
- Excellent stakeholder management and technical knowledge, including ITSM tools (e.g. ServiceNow, BMC Helix), reporting platforms (e.g. Power BI, Tableau), and a solid understanding of IT infrastructure and services.
What’s in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We're inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing. Here are just a few of the benefits that make working here even more rewarding:
- 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you've completed your probation.
- Competitive holiday allowance with the option to buy more.
- Discretionary bonus schemes linked to your performance and ours.
- Strong pension and life assurance to help plan for the future.
- Tailored induction and training to support your development from day one.
- Exclusive perks and savings through our M&S Choices portal.
- Market-leading family policies, including parental, adoption and neonatal leave.
- 24/7 wellbeing support, including virtual GP access and mental health services.
- One paid volunteer day a year to support a cause that matters to you.
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.
Service Level Management and Insights Lead in Manchester employer: Marks and Spencer
At Marks & Spencer, we pride ourselves on being an inclusive and dynamic employer that values the contributions of every team member. As a Service Level Management and Insights Lead, you will not only lead a talented team but also benefit from a supportive work culture that prioritises professional growth, competitive benefits, and a strong commitment to employee wellbeing. With opportunities for continuous improvement and innovation in a fast-evolving retail environment, you'll play a crucial role in shaping the future of our services while enjoying perks like a generous colleague discount and tailored training from day one.
StudySmarter Expert Advice🤫
We think this is how you could land Service Level Management and Insights Lead in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at M&S. A friendly chat can open doors and give you insider info about the role.
✨Tip Number 2
Prepare for the interview by diving deep into service level management practices. Brush up on SLAs, OLAs, and how to translate data into actionable insights. Show us you know your stuff!
✨Tip Number 3
Don’t just talk about your experience; share specific examples of how you've led teams and improved service quality. We love hearing about real results and how you made an impact.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team and making a difference.
We think you need these skills to ace Service Level Management and Insights Lead in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Service Level Management and insights. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Showcase Your Leadership Skills:Since this role involves leading a team, it’s crucial to demonstrate your leadership capabilities. Share examples of how you've mentored or developed teams in the past, and how you’ve driven accountability and continuous improvement.
Highlight Analytical Expertise:We’re looking for someone with advanced analytical skills, so make sure to include specific instances where you’ve interpreted performance data and turned it into actionable insights. This will show us you can deliver the strategic outcomes we need.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Marks and Spencer
✨Know Your Metrics
Familiarise yourself with key performance indicators relevant to service level management. Be ready to discuss how you’ve used data to drive improvements in past roles, and think about specific examples where your insights led to measurable outcomes.
✨Showcase Leadership Skills
Prepare to talk about your experience in leading teams, especially in a service-focused environment. Highlight instances where you’ve mentored others or driven accountability within your team, as this role requires strong leadership capabilities.
✨Understand Stakeholder Needs
Research the company’s stakeholders and their expectations regarding service levels. Be prepared to discuss how you would build relationships and ensure that services meet or exceed these expectations, demonstrating your understanding of stakeholder management.
✨Emphasise Continuous Improvement
Think about how you’ve implemented continuous improvement strategies in previous roles. Be ready to share specific examples of how you’ve identified areas for enhancement and the impact those changes had on service quality and performance.
