Service Request Lead

Marks & Spencer Plc; Greater Manchester; Hybrid; GBP 40,000 - 80,000; Full time

Job description

Summary

As Service Request Practice Owner you'll play a pivotal role in transforming the IT service experience for M&S colleagues and stores. You'll spearhead the optimisation of Service Request processes and the Service Request Catalogue, ensuring seamless, self-service access to IT services through innovative technologies.

In this strategic role, you’ll define and execute a roadmap to enhance service accessibility, accelerate fulfilment times, and boost user satisfaction. Overseeing daily operations with the Service Desk Provider, you'll drive continuous improvement, integrating Service Request processes with ITSM practices and technologies.

Championing "shift-left" initiatives and leveraging automation, you’ll streamline processes, improve efficiency, and prioritise optimising the Joiners-Movers-Leavers (JML) journey. Regular analysis of satisfaction feedback, performance metrics, and risk assessments will guide your proactive improvements and remediation strategies.

As a collaborative leader in the Service Management community, you’ll share best practices, scale solutions, and standardise approaches to address challenges. Success is measured by exceeding business satisfaction scores and Service Level Agreements.

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…

1. 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.
2. Competitive holiday entitlement with the potential to buy extra holiday days!
3. Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
4. A generous Defined Contribution Pension Scheme and Life Assurance.
5. A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
6. Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
7. Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
8. 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.
9. 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

1. Own the roadmap for the Service Request Catalogue, aligning with D&T and business objectives while ensuring its design, structure, and maintenance meet the evolving needs of colleagues and stores.
2. Drive "shift-left" strategies and automation efforts, particularly for Joiners-Movers-Leavers (JML) processes, integrating technologies to improve fulfilment speed, accuracy, and efficiency.
3. Establish and monitor KPIs for Service Providers, analyse service performance trends, and gather feedback from colleagues and stores to continuously refine processes and the catalogue.
4. Work with D&T DevOps teams and Service Assurance colleagues to implement automated solutions and ensure Service Request processes are fully integrated with ITSM practices like Incident Management and Change Enablement.
5. Identify and mitigate risks, maintain compliance with standards, and perform regular audits of Service Request processes and catalogue items.
6. Act as the primary contact for business stakeholders, providing updates, capturing needs, and ensuring the Service Request Catalogue evolves to support business requirements.
7. Deliver regular updates and recommendations to Service Management leadership, backed by documented action plans and proactive remediation strategies.

Who you are

1. Retail experience is highly valued, along with in-depth knowledge of ITSM frameworks like ITIL, including hands-on experience in Service Request, Incident, and Change Management processes.
2. Proficiency in ITSM platforms (e.g., ServiceNow, Jira Service Management) and automation technologies, with expertise in implementing workflows for routine requests, particularly Joiners-Movers-Leavers (JML) processes.
3. Strong ability to identify, analyse, and implement service request process improvements, focusing on efficiency, scalability, and end-user satisfaction through "shift-left" strategies and seamless system integrations.
4. Experience in developing and executing Service Request Catalogue roadmaps, ensuring alignment with business goals, IT strategy, and regulatory compliance while mitigating risks.
5. Proven interpersonal and communication skills to collaborate with stakeholders, manage vendor relationships, and effectively convey updates and process changes across all levels.
6. Ability to derive actionable insights from data, analyse trends, and translate findings into impactful service improvements while maintaining accurate documentation and knowledge management practices.
7. Solid understanding of IT infrastructure, network operations, and fulfilment integration, with hands-on experience using ITSM tools like ServiceNow and BMC Helix to optimise catalogues, portals, and automated workflows.

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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