Practice Owner - Service Request

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

Requirements

• 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.
• 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.
• 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.

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.