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- Tasks: Lead a team to ensure top-notch service management across various product and infrastructure teams.
- Company: Join M&S, a dynamic retailer committed to quality and exceptional customer service.
- Benefits: Enjoy 20% discount, competitive holidays, bonuses, and extensive wellbeing support.
- Why this job: Be part of an innovative team driving change in retail with a focus on inclusivity and excellence.
- Qualifications: Retail experience preferred; strong leadership and analytical skills required.
- Other info: M&S values diversity and offers support 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, 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
- 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
Familiarise yourself with ITIL4, DevOps, and SecOps frameworks. Understanding these concepts 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 similar roles. They can provide valuable insights into the company culture and expectations, which can be beneficial during your discussions.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams and managed service assurance in previous roles. Highlighting your experience with KPIs and compliance will show that you're ready to take on this senior position.
✨Tip Number 4
Stay updated on the latest trends in retail and service management. Being knowledgeable about industry changes can help you engage meaningfully with Tribe leadership and stakeholders during your interactions.
We think you need these skills to ace Service Assurance Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service management, team leadership, and familiarity with ITIL4, DevOps, and SecOps frameworks. Use specific examples that demonstrate your ability to manage teams and improve service delivery.
Craft a Compelling Cover Letter: In your cover letter, express your passion for retail and how your skills align with the role of Service Assurance Lead. Mention your experience in driving performance improvements and your ability to build relationships with stakeholders.
Highlight Key Achievements: When detailing your work history, focus on key achievements that showcase your analytical skills and success in managing service quality and performance metrics. Use quantifiable results to illustrate your impact.
Prepare for Potential Questions: Anticipate questions related to your leadership style, conflict resolution, and experience with major incident management. Prepare concise examples that demonstrate your problem-solving abilities and how you’ve driven continuous improvement in previous roles.
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 motivated teams in the past. Highlight any specific achievements that demonstrate your ability to drive high performance.
✨Demonstrate Your Knowledge of ITIL4 and DevOps
Familiarise yourself with ITIL4, DevOps, and SecOps frameworks, as these are crucial for the role. Be ready to explain how you have applied these methodologies in previous positions and how they can benefit the organisation.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle major incidents. Prepare scenarios where you successfully identified risks and implemented improvements, showcasing your analytical skills and decision-making process.
✨Engage with Stakeholders
The role requires collaboration with Tribe leaders and business stakeholders. Be ready to discuss how you've built strong relationships in the past and how you plan to secure alignment and support for Service Management practices in this new role.