At a Glance
- Tasks: Lead a team to enhance service performance and deliver valuable insights.
- Company: Join a dynamic team within D&T Service Management at M&S.
- Benefits: Enjoy discounts, competitive holidays, bonuses, and 24/7 wellbeing support.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving service quality and stakeholder satisfaction.
- Qualifications: Experience in Service Level Management and strong leadership 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.
Benefits
- 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.
Service Level Management and Insights Lead in Salford employer: Marks and Spencer
As a Service Level Management and Insights Lead at M&S, you will thrive in a dynamic work culture that prioritises employee development and collaboration. With competitive benefits including a generous holiday allowance, tailored training, and 24/7 wellbeing support, M&S fosters an environment where your contributions are valued and rewarded. Join us to lead a high-performance team dedicated to delivering exceptional service quality while enjoying exclusive perks and a strong commitment to work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Service Level Management and Insights Lead in Salford
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work in service management. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching the company and its service level management practices. Show them you know your stuff and can bring value to their team right from the get-go!
✨Tip Number 3
Practice your storytelling skills. Be ready to share specific examples of how you've led teams, improved service levels, or delivered insights that made a difference. This will help you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Level Management and Insights Lead in Salford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Level Management and Insights Lead. Highlight your experience in service level management, team leadership, and any relevant analytical skills that align with what we’re looking for.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about service management and how your previous experiences have prepared you for this role. Don’t forget to mention how you can contribute to our goals at StudySmarter.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve service performance. Use metrics where possible to quantify your success – we love numbers!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at Marks and Spencer
✨Know Your Service Level Management Inside Out
Make sure you brush up on your knowledge of service level management, SLAs, and performance frameworks. Be ready to discuss how you've successfully implemented these in the past and how they align with business objectives.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership capabilities. Think about times when you've mentored a team or driven accountability and continuous improvement. This role is all about leading a high-performance culture, so let your experience shine!
✨Be Data-Driven
Since this role involves analysing performance trends and generating insights, come prepared with examples of how you've used data to make informed decisions. Familiarise yourself with tools like Power BI or Tableau, as discussing your technical knowledge can set you apart.
✨Build Strong Stakeholder Relationships
Think about how you've collaborated with different teams in the past. Be ready to share specific instances where you've built strong relationships and optimised delivery through teamwork. This will show that you understand the importance of stakeholder management in achieving service excellence.
