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Overview

The Senior Service Assurance Manager plays a critical role in ensuring the delivery and performance of Service Management practices across assigned D&T 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 M&S, 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 D&T 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 level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Retail