Senior Service Assurance Manager

Summary

The Senior Service Assurance Manager plays a critical role in ensuring the delivery and performance of Service Management practices across assigned D&T Tribes. Embedded within product, platform, or infrastructure teams, you'll act as the key link between Service Management and day-to-day delivery—making sure IT services meet required service levels for the business and its stores.

As a Service Management ambassador, you’ll champion ITIL4, DevOps, and SecOps frameworks, helping teams balance agility with stability and risk control. You'll proactively monitor performance, identify trends and risks, and drive improvements in collaboration with Tribe leaders and squads.

With responsibility for service performance and practice maturity, you’ll regularly engage with senior stakeholders to address challenges, build alignment, and ensure continuous improvement across the Tribes you support.

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

• Oversee the quality, performance, and consistent adoption of Service Management practices across the Tribe, ensuring alignment with SLAs and continuous improvement.
• Act as a key point of contact for Tribe members, delivering targeted coaching, training, and onboarding to embed processes and ensure effective service delivery.
• Analyse service data to identify trends, emerging risks, and underperformance. Lead root cause analysis, develop remediation plans, and ensure issues are tracked and resolved.
• Own business communications during Major Incidents, contribute to Post-Incident Reviews (PIRs), and chair regular performance reviews with Tribe and Service Management leadership.
• Share insights, lessons learned, and scalable solutions across the wider D&T Service Assurance community to improve practice maturity and operational efficiency.

Who you are

• Deep knowledge of ITIL4, DevOps, and SecOps frameworks, with experience in governance, compliance, and continuous process improvement.
• Skilled in performance monitoring, SLA compliance, risk management, and using data insights to drive improvements and resolve service issues.
• Excellent verbal and written skills to present service performance and risks, manage conflict, influence leadership, and communicate change effectively.
• Proven ability to work cross-functionally with Tribe leaders, stakeholders, and technical teams to drive alignment, resolve challenges, and embed best practices.
• Retail industry experience is an advantage, supported by strong understanding of IT operations and proficiency with tools like ServiceNow, Jira, and Power BI.

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.

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