Service Level Management & Insights Lead

Marks and Spencer; Salford; On-site; GBP 80,000 - 100,000; Full time

Job description

Summary

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 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.