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- Tasks: Lead a team to ensure top-notch Service Management across various Tribes.
- Company: Join M&S, a dynamic and inclusive retail leader focused on quality and service.
- Benefits: Enjoy a 20% discount, competitive holidays, and amazing perks for your wellbeing.
- Why this job: Be part of a transformative team that drives innovation in retail and service excellence.
- Qualifications: Retail experience and strong leadership skills are essential; familiarity with ITIL4 and DevOps is a plus.
- Other info: We value diversity and support all applicants throughout the recruitment process.
The predicted salary is between 43200 - 72000 £ per year.
Summary
The Service Assurance Lead is a senior role responsible for managing a team of Service Assurance Managers to deliver Service Management assurance across assigned product, platform, and infrastructure Tribes.
Embedded within D&T Tribes, the team ensures Service Management practices are fully integrated and IT services meet required Service Levels for M&S Business operations. Acting as ambassadors for Service Management, they promote ITIL4, DevOps, and SecOps frameworks to balance delivery speed with standardisation and risk reduction.
The role involves proactive monitoring of performance, identifying trends, and collaborating with Tribe leaders to address risks and implement improvement initiatives. Regular engagement with Tribe leadership and stakeholders ensures alignment, sponsorship, and measurable improvements in Tribe performance and maturity.
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, and service to every customer, whenever, wherever, and however they want to shop with us.
- 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
- Manage a team of Service Assurance Managers across Tribes, ensuring effective training, coaching, and onboarding.
- Drive continuous enhancement of Service Management by monitoring KPIs and compliance while addressing risks.
- Act as the primary liaison for business stakeholders and Tribe leadership to promote best practices and secure support.
- Oversee escalation and resolution of Major Incidents and lead investigations to identify and mitigate risks.
- Provide regular performance reports and collaborate on continuous improvement initiatives across the Service Management community.
Who you are
- Retail experience is a distinct advantage. Proven ability to lead and motivate teams of Senior and Service Assurance Managers, driving high performance and collaboration.
- Skilled in building strong relationships with senior business stakeholders, Tribe leadership, and key partners to secure alignment and support for Service Management practices.
- Deep understanding of ITIL4, DevOps, SecOps, and IT infrastructure, coupled with strong analytical skills for monitoring service quality, performance metrics, SLAs, and risk management.
- Adept at planning and communicating process improvements while effectively resolving conflicts and managing challenging conversations.
- Capable of preparing clear, concise performance reports and leveraging tools such as ServiceNow/Helix, Jira, and Power BI to drive insights.
- Excels in fast-paced environments by quickly analysing complex issues and implementing effective solutions.
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.
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Service Assurance Lead employer: Marks & Spencer Plc
Contact Detail:
Marks & Spencer Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Assurance Lead
✨Tip Number 1
Familiarize yourself with ITIL4, DevOps, and SecOps frameworks. Understanding these methodologies will not only help you in the interview but also demonstrate your commitment to best practices in Service Management.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlight specific instances where you drove high performance and collaboration among team members.
✨Tip Number 3
Be ready to discuss your experience with performance metrics and KPIs. Prepare to explain how you've monitored service quality and addressed risks in previous roles, as this is crucial for the Service Assurance Lead position.
✨Tip Number 4
Network with current or former employees of M&S to gain insights into the company culture and expectations. This can provide you with valuable information that can help you tailor your approach during the interview process.
We think you need these skills to ace Service Assurance Lead
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Assurance Lead position. Highlight key responsibilities and required skills, such as experience with ITIL4, DevOps, and SecOps, and think about how your background aligns with these requirements.
Tailor Your CV: Customize your CV to reflect your relevant experience in service management and team leadership. Use specific examples that demonstrate your ability to drive performance and manage risks, as well as your familiarity with tools like ServiceNow, Jira, and Power BI.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for service management and your understanding of the retail industry. Mention how you can contribute to M&S's goals and values, emphasizing your ability to build relationships with stakeholders and lead teams effectively.
Highlight Your Achievements: In both your CV and cover letter, include quantifiable achievements that demonstrate your impact in previous roles. For example, discuss how you improved service levels or led successful initiatives that enhanced team performance and collaboration.
How to prepare for a job interview at Marks & Spencer Plc
✨Showcase Your Leadership Skills
As a Service Assurance Lead, you'll be managing a team. Be prepared to discuss your leadership style and provide examples of how you've successfully motivated and developed teams in the past.
✨Demonstrate Your Knowledge of ITIL4 and DevOps
Familiarize yourself with ITIL4, DevOps, and SecOps frameworks. Be ready to explain how you have applied these methodologies in previous roles to enhance service management and drive performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of specific instances where you've identified risks or resolved major incidents, and be ready to walk through your thought process and actions taken.
✨Engage with Stakeholders
Highlight your experience in building relationships with senior stakeholders. Prepare to discuss how you've secured support for service management practices and aligned team goals with business objectives.
