Service Level Management & Insights Lead

Marks & Spencer Plc; Greater Manchester; On-site; GBP 35,000 - 65,000; Full time

Job description

The Service Level Management and Insights Lead will ensure that all SLA/XLA’s are underpinned by service levels, which are agreed with D&T and its suppliers and will ensure that the measurement and reporting of the service level performance and quality is accurate, high quality and optimised through continual improvement.

You will ensure that Performance trends, risks and issues are investigated to develop and share insights, which will provide the context to improve the services provided to our business colleagues and stores.

This role will develop and be responsible for leading the delivery of the service level performance framework and Measurement and Reporting Roadmaps, which will set out the improvements that will be delivered to continuously improve the value provided to the business by the practices.

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

• Oversee the development of frameworks and methodologies that support effective service level management, reporting, and insights generation.
• Lead the design, implementation, and enhancement of the Service Level Management framework ensuring it is updated to reflect the current needs of the business.
• Ensure that SLAs, OLAs, and underpinning agreements are established, reviewed, and updated in line with evolving business requirements and service capabilities.
• Ensure that SLM Performance is periodically reviewed and agreed with D&T Service Providers and D&T Service Assurance Managers.
• Ensure accurate data collection, analysis, and presentation, translating metrics into actionable insights that inform decision-making at both operational and strategic levels.

Who you are

• Retail industry experience is an advantage.
• Strong analytical abilities with expertise in data analysis, performance measurement, and metrics-based insights, with an aptitude for translating data into actionable insights.
• Proven ability in Service Level Management, IT Service Management, or related roles, with demonstrable experience in leading teams and driving strategic initiatives.
• Solid technical knowledge of IT infrastructure, products/applications, and network operations, with a clear understanding of how these components are consumed by Business Operations.
• Proficiency in ITSM tools (e.g., ServiceNow/ BMC Helix) and data visualisation/reporting platforms (e.g., Power BI, Tableau) to support effective reporting and insights generation.
• Experience working with IT Service Management (ITSM) platforms, including ServiceNow / BMC Helix, and with an excellent understanding of Service Level Management capabilities.

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.