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- Tasks: Lead strategic service continuity initiatives to ensure M&S services remain resilient during crises.
- Company: Join the innovative team at Marks & Spencer, a leader in retail transformation.
- Benefits: Enjoy 20% discount, competitive holidays, bonuses, and extensive wellbeing support.
- Why this job: Make a real impact by safeguarding M&S's reputation and enhancing customer experience.
- Qualifications: Proven leadership in IT service continuity and strong communication skills required.
- Other info: Be part of a diverse team committed to innovation and inclusivity.
The predicted salary is between 43200 - 72000 £ per year.
The Head of Service Continuity is a senior role within the D&T Service Management organisation, ensuring that there is an Enterprise approach to all Service Continuity activities that underpin the needs of the M&S Business. The Head of Service Continuity is accountable for ensuring that the availability and performance of all M&S services are maintained at sufficient levels in case of a disaster. The key outcome is to build organisational resilience with the capability of producing an effective response that safeguards the interests of our Stores and Colleagues protecting the organisation’s reputation, brand, and value-creating activities.
This role requires regular engagement with Senior Business Leaders and D&T leadership to understand current challenges and risks to the continuity of M&S Services and to reinforce the value of Service Continuity planning and testing.
What you’ll do:
- Strategic leadership in ITSCM and resilience.
- Proven ability to lead enterprise-wide continuity strategies, develop robust ITSCM roadmaps, govern service continuity practices, and drive prevention, prediction, and recovery capabilities across a complex digital and retail environment.
- Deep expertise in continuity, incident management, and risk.
- Strong command of ITSCM, incident response, command-and-control models, regulatory considerations, business impact assessment, risk management, and the design of standardised response processes and testing programmes.
- Exceptional stakeholder influence and communication.
- Operational excellence and data-driven improvement.
- People leadership and collaborative delivery.
Who you are:
- Strategic leadership and enterprise thinking.
- Expertise in ITSCM, ITSM, and resilience practices.
- Strong technical and analytical capability.
- Exceptional communication, influence, and stakeholder engagement.
- Continuous improvement and innovation mindset.
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.
Head of Service Continuity employer: Marks & Spencer
Contact Detail:
Marks & Spencer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Continuity
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. We want to show that we’re not just a good fit for the role, but also for the team. Tailor your answers to reflect M&S's values and how you can contribute to their mission.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable we are with our responses, the better we’ll perform when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in showing our enthusiasm for the role. Plus, it keeps us fresh in their minds as they make their decision.
We think you need these skills to ace Head of Service Continuity
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in service continuity and ITSCM. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As a senior role, we’re looking for someone who can lead and inspire. Use your application to demonstrate your strategic leadership experience and how you've successfully managed teams or projects in the past.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and make sure your points are easy to understand. This will help us see your thought process and communication skills right away.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Marks & Spencer
✨Understand the Role Inside Out
Before your interview, make sure you thoroughly understand the Head of Service Continuity role. Familiarise yourself with key responsibilities like ITSCM, incident management, and stakeholder engagement. This will help you articulate how your experience aligns with their needs.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully led continuity strategies or managed crises. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will demonstrate your hands-on experience and problem-solving skills.
✨Engage with Senior Leaders' Perspectives
Since this role involves regular engagement with senior business leaders, prepare to discuss how you would approach their challenges. Show that you can simplify complex concepts and guide decision-making during crises, which is crucial for building trust.
✨Showcase Your Data-Driven Mindset
Be ready to discuss how you've used metrics and analytics to improve service availability and operational excellence in past roles. Highlight any experience with ITSM platforms like ServiceNow or BMC Helix, as this will resonate well with the interviewers.
