Join to apply for the

Snr Service Assurance Manager

role at

Marks and Spencer .Overview

The Senior Service Assurance Manager plays a critical role in ensuring the delivery and performance of Service Management practices across assigned DandT 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.What’s In It For You

Being part of MandS, a dynamic and evolving business focused on delivering exceptional quality and value to customers.Inclusive, diverse teams with opportunities for personal and professional development.Benefits include discount programs, pension, life assurance, wellbeing support, and more (details in the official benefits package).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 DandT 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.Job Details

Seniority level: Mid-Senior levelEmployment type: Full-timeJob function: Management and ManufacturingIndustries: Retail

#J-18808-Ljbffr