Service Level Management & Insights Lead

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.

Requirements

• 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

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