Service Assurance Lead

The Service Assurance Lead is a senior role responsible for managing a team of Service Assurance Managers to deliver Service Management assurance across assigned product, platform, and infrastructure Tribes. The role involves proactive monitoring of performance, identifying trends, and collaborating with Tribe leaders to address risks and implement improvement initiatives.

Requirements

• Retail experience is a distinct advantage
• Proven ability to lead and motivate teams of Senior and Service Assurance Managers, driving high performance and collaboration
• Skilled in building strong relationships with senior business stakeholders, Tribe leadership, and key partners to secure alignment and support for Service Management practices
• Deep understanding of ITIL4, DevOps, SecOps, and IT infrastructure, coupled with strong analytical skills for monitoring service quality, performance metrics, SLAs, and risk management
• Adept at planning and communicating process improvements while effectively resolving conflicts and managing challenging conversations
• Capable of preparing clear, concise performance reports and leveraging tools such as ServiceNow/Helix, Jira, and Power BI to drive insights
• Excels in fast-paced environments by quickly analysing complex issues and implementing effective solutions

Benefits

• 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