Summary
We're looking for a Service Request Practice Owner to lead the optimisation of our Service Request processes and Catalogue, improving how M&S colleagues and stores access IT services.
In this key role, you'll define the strategic roadmap to enhance self-service, accelerate fulfilment, and boost user satisfaction. You’ll oversee day-to-day delivery with our Service Desk Provider, ensuring seamless integration with ITSM practices and driving improvements through automation and “shift-left” initiatives.
A major focus will be streamlining the Joiners-Movers-Leavers (JML) process through better tooling and automation. You’ll use data and colleague feedback to identify risks and opportunities, proactively improving service performance and outcomes. As part of the wider Service Management team, you’ll share best practice, scale solutions, and ensure consistent, high-quality service. Success is measured by colleague satisfaction and meeting service-level targets.
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
- Define and lead the strategic roadmap, ensuring alignment with D&T and business goals. Design, structure, and maintain the catalogue to meet the changing needs of colleagues and stores, keeping all documentation current and complete.
- Identify opportunities to streamline service request processes, with a focus on "shift-left" strategies. Champion automation—particularly for the Joiners-Movers-Leavers (JML) journey—by working closely with DevOps and Service Assurance teams to implement integrated, efficient solutions.
- Establish and track KPIs for Service Providers, analysing service data such as throughput and fulfilment times. Use colleague and store feedback to pinpoint improvement areas and develop actionable plans for optimisation.
- Align Service Request processes with related areas like Incident, Change, and Knowledge Management. Collaborate on enhancements to the ITSM platform that improve request handling, automation, and user experience.
- Act as the main point of contact for business stakeholders, ensuring transparency around updates and catalogue changes. Maintain compliance with internal and external standards through audits and risk management, and provide regular updates to Service Management leadership.
Who you are
- Deep understanding of IT Service Management frameworks (especially ITIL), with hands-on experience in Service Request, Incident, and Change Management. Strong technical knowledge of infrastructure, applications, and networks, and expertise in ITSM platforms like ServiceNow, BMC Helix, or Jira Service Management, including catalogues, portals, workspaces, and automation.
- Proven ability to analyse and optimise service request processes using “shift-left” strategies and automation. Skilled in implementing automated workflows, especially for Joiners-Movers-Leavers (JML) and driving scalable, efficient service delivery.
- Experienced in developing and executing roadmaps aligned with business goals and IT strategy. Comfortable using data to spot trends, extract actionable insights, and inform continuous improvement across services and performance.
- Strong collaboration and negotiation skills to work across technical teams, vendors, and business users. Capable of clearly communicating updates, changes, and value to a wide range of stakeholders, with excellent written and verbal communication.
- Confident in identifying and managing risks related to service processes, ensuring compliance with internal standards and external regulations. Maintains accurate documentation and contributes to strong knowledge management practices for consistency and reuse.
Everyone’s welcome
We’re ambitious about the future of retail. We’re innovating, disrupting, and leading the way into a more inspiring, digital era. It’s an exciting time to be part of M&S.
To support us on our journey, we’re building inclusive, diverse teams where everyone can be themselves, do their best work, and make change happen. We support each other and succeed together.
Don’t worry if you don’t meet every single requirement of the job description. It’s more of a guide to what’s possible within the role. If you’re passionate, ready to work hard, and think the role feels right for you, we’d love to hear from you.
#hybridrole #LI-hybrid
