Senior Service Assurance Manager

About the role

Team **Digital \& Tech** Store Salford Quays Location Salford, Greater Manchester Contract type Permanent Position type Full Time Salary Competitive \+ Benefits Closing date: 29th June 2026

* Intro * About the role * Meet the Team * People Stories * Make Your Mark * Colleague Networks * Benefits * How to Apply

**How We Hire**

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Everyone is welcome at M\&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M\&S, that individuality has the potential to make waves.

**About the role**

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This section tells you all you need to know about the position and its responsibilities, outlining everything we hope to see in a successful candidate.

To stay close to our customers and colleagues, our support teams are in the office for at least three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.

All the details **Summary**

The Senior Service Assurance Manager ensures effective Service Management delivery across assigned D\&T products, platforms, or infrastructure Tribes. Embedded within Tribes, the role acts as the key link between Service Management practices and teams, ensuring compliance, full integration, and delivery of IT services that meet business and store service levels.

As a Service Management ambassador, you promote ITIL4, DevOps, and SecOps as complementary frameworks, helping teams balance speed and throughput with standardisation, risk reduction, and operational stability.

You will proactively monitor performance, identify trends, risks, and issues, and work with Tribe leaders to generate insights, determine root causes, and drive continuous improvement initiatives. Accountable for Tribe performance, you will demonstrate measurable gains in service quality and maturity over time. The role also requires regular engagement with Tribe leadership and business stakeholders to align on priorities, address challenges, and secure support for Service Management improvements.

**What you'll do**

* Drive Service Management excellence by assuring quality, performance, and compliance of key practices across the Tribe. * Champion adoption and awareness of Service Management, communicating its value and embedding consistent ways of working. * Coach and support teams through training, guidance, and targeted interventions to meet service standards and SLAs. * Monitor performance and manage risk by analysing trends, identifying issues, and leading root cause analysis with actionable improvements. * Lead continuous improvement and stakeholder engagement by reporting insights, scaling best practices, and collaborating with leadership to enhance service outcomes.

**Who you are**

* Deep Service Management expertise with strong knowledge of ITIL4, DevOps, SecOps and governance best practices (retail experience advantageous). * Analytical and data\-driven, with proven ability to monitor performance, interpret metrics, assess risks, and drive informed decision\-making. * Continuous improvement mindset, experienced in optimising processes and delivering measurable service quality enhancements. * Strong communicator and influencer, able to engage stakeholders at all levels, manage change effectively, and handle conflict with professionalism. * Commercially and strategically aware, with solid understanding of IT operations, service tools, and how service delivery impacts business outcomes in fast\-paced environments.

**What’s in it for you?**

Working at M\&S means being part of something bigger \- helping to deliver quality, value and service to millions of customers every day. We’re inclusive, fast\-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.

Here are just a few of the benefits that make working here even more rewarding:

* 20% colleague discount on all M\&S products and many third\-party brands for you and someone in your household, available once you’ve completed your probation * Competitive holiday allowance with the option to buy more * Discretionary bonus schemes linked to your performance and ours * Strong pension and life assurance to help plan for the future * Tailored induction and training to support your development from day one * Exclusive perks and savings through our M\&S Choices portal * Market\-leading family policies, including parental, adoption and neonatal leave * 24/7 wellbeing support, including virtual GP access and mental health services * One paid volunteer day a year to support a cause that matters to you

**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.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

**\#LI\-hybrid \#LI\-LS1 \#hybridrole**

**Meet the Team**

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**Being an in\-person business**

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We're at our best when we're close to customers, and for many of us at M\&S, that means working in store every day.

To stay close to customers, our support teams are in the office three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected. It also means we can solve problems as soon as they arise, learn and grow as a team, build trust, and get closer to our colleagues.

**Deepak**

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Halford

Janak

**Deepak**

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Halford

Janak

**Deepak**

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Halford

Janak

At M\&S, we have Data Scientists, Analysts, and Technical Product Managers, who all share a genuine passion for harnessing data to improve people’s lives. And we’re in a unique position where we can actually help many different kinds of people, from our customers to our colleagues in store and in our support centre.

Deepak (He / Him) \| Data Scientist Read full story Being in third\-party brands, working on things M\&S hasn’t done before… that plays to my sweet spot. I’ve worked in many organisations throughout my career, and it’s rare to see such cause and effect in your work. The way we’re structured means you’re encouraged to solve problems and you have the autonomy to make progress quickly.

Halford (He / Him) \| Head of Technical Program Management Read full story I think all engineers just love solving puzzles and problems. At M\&S, we’re constantly learning new things, whether it’s mastering Swift UI or understanding how customers interact with technology. But this is also a business that listens to engineers and values what we bring to the table. That’s different, believe me.

Janak (He / Him) \| Staff iOS Engineer Read full story At M\&S, we have Data Scientists, Analysts, and Technical Product Managers, who all share a genuine passion for harnessing data to improve people’s lives. And we’re in a unique position where we can actually help many different kinds of people, from our customers to our colleagues in store and in our support centre.

Deepak (He / Him) \| Data Scientist Read full story Being in third\-party brands, working on things M\&S hasn’t done before… that plays to my sweet spot. I’ve worked in many organisations throughout my career, and it’s rare to see such cause and effect in your work. The way we’re structured means you’re encouraged to solve problems and you have the autonomy to make progress quickly.

Halford (He / Him) \| Head of Technical Program Management Read full story I think all engineers just love solving puzzles and problems. At M\&S, we’re constantly learning new things, whether it’s mastering Swift UI or understanding how customers interact with technology. But this is also a business that listens to engineers and values what we bring to the table. That’s different, believe me.

Janak (He / Him) \| Staff iOS Engineer Read full story At M\&S, we have Data Scientists, Analysts, and Technical Product Managers, who all share a genuine passion for harnessing data to improve people’s lives. And we’re in a unique position where we can actually help many different kinds of people, from our customers to our colleagues in store and in our support centre.

Deepak (He / Him) \| Data Scientist Read full story Being in third\-party brands, working on things M\&S hasn’t done before… that plays to my sweet spot. I’ve worked in many organisations throughout my career, and it’s rare to see such cause and effect in your work. The way we’re structured means you’re encouraged to solve problems and you have the autonomy to make progress quickly.

Halford (He / Him) \| Head of Technical Program Management Read full story I think all engineers just love solving puzzles and problems. At M\&S, we’re constantly learning new things, whether it’s mastering Swift UI or understanding how customers interact with technology. But this is also a business that listens to engineers and values what we bring to the table. That’s different, believe me.

Janak (He / Him) \| Staff iOS Engineer Read full story

End of quote slider carousel **Make Your Mark**

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### **Upcoming projects**

Take part in our M\&S Digital \& Tech team days. Grow your digital and data skills through our BEAM Academy. Or challenge yourself at one of our business\-wide hackathons. We also partner with Women in Data, Databricks and Cajigo to increase opportunities for women in digital and data.

### **Opportunities to be heard**

Your voice and your ideas matter here. Our 8 colleague networks are places to find support, listen to each other and encourage debate. You can pitch ideas ‘Straight to Stuart’, our CEO, or get involved in our BIG (Business involvement Group).

**Colleague Networks**

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We want you to feel supported, no matter what.

### **LGBTQ\+ Network**

Proactively representing LGBTQ\+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers.

### **Menopause Network**

Initiating and encouraging open conversations about menopause by offering support and sharing experiences.

### **Forces Community Network**

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace.

### **Gender Equality Network**

Addressing gender\-related challenges, raising awareness, and driving action to ensure equal opportunities for all.

### **Health and Wellbeing Network**

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers.

### **Cancer Network**

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer.

### **Family \& Carers Network**

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources.

### **Culture and Heritage Network**

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M\&S colleagues and customers.

### **LGBTQ\+ Network**

Proactively representing LGBTQ\+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers.

### **Menopause Network**

Initiating and encouraging open conversations about menopause by offering support and sharing experiences.

### **Forces Community Network**

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace.

### **Gender Equality Network**

Addressing gender\-related challenges, raising awareness, and driving action to ensure equal opportunities for all.

### **Health and Wellbeing Network**

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers.

### **Cancer Network**

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer.

### **Family \& Carers Network**

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources.

### **Culture and Heritage Network**

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M\&S colleagues and customers.

### **LGBTQ\+ Network**

Proactively representing LGBTQ\+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers.

### **Menopause Network**

Initiating and encouraging open conversations about menopause by offering support and sharing experiences.

### **Forces Community Network**

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace.

### **Gender Equality Network**

Addressing gender\-related challenges, raising awareness, and driving action to ensure equal opportunities for all.

### **Health and Wellbeing Network**

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers.

### **Cancer Network**

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer.

### **Family \& Carers Network**

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources.

### **Culture and Heritage Network**

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M\&S colleagues and customers.

End of slider Colleague Networks carousel **Benefits**

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### **Wellbeing hub**

Get access to resources to support your wellbeing, including a free virtual GP service.

* Wellbeing hub * ### **Wellbeing hub**

Get access to resources to support your wellbeing, including a free virtual GP service. * Giving back * ### **Giving back**

Support your favourite charities by donating through your pay or even volunteering for them. * Pay * ### **Pay**

Earn a competitive salary. * Colleague discount * ### **Colleague discount**

After completing your probation period, you'll receive 20% colleague discount across all M\&S products and many of our third\-party brands for you and a member of your household.

Please note only contracts of more than 12 weeks are eligible for this benefit. * Time off * ### **Time off**

Competitive holiday entitlement with the potential to buy extra holiday days. * Bonus * ### **Bonus**

We have discretionary bonus schemes depending on your role and our business performance. * Life assurance * ### **Life assurance**

Get cover for twice your salary up to age 70 (double with our Pension Plan). * Workplace savings * ### **Workplace savings**

We’ll help you save through our Pension Savings Plan, Share Buy and Sharesave schemes. * My Choices * ### **My Choices**

Save on everyday costs through discounts and offers and get access to great health benefits. * Cycle to work * ### **Cycle to work**

Bike/accessory hire with Cycle to Work and save on tax and national insurance. * Smart tech * ### **Smart tech**

Buy the latest technology with interest\-free financing directly from your salary. * Family friendly policy * ### **Family friendly policy**

Industry\-leading maternity, paternity, adoption and neo\-natal policies, providing support and flexibility for you and your family.

* Wellbeing hub * Giving back * Pay * Colleague discount * Time off * Bonus * Life assurance * Workplace savings * My Choices * Cycle to work * Smart tech * Family friendly policy **How to Apply**

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Here’s what to expect at each stage of the application process. This can change depending on the role you’ve applied to. If you need any reasonable adjustments made at any stage, let us know and we can help.

Send us your application Fill in our short application form and hit submit.

Online assessment Depending on the role you are applying for, you may be invited to do an assessment. Your Talent Acquisition Partner will guide and inform you along the way.

Interview We'll invite you to join us for an interview. This could be remote or in person. Here, we'll ask you some role based technical questions and examine the behaviours we're looking for.

Decision After we’ve made our decision, we’ll be in touch. If you’ve been successful, we’ll officially invite you to join the team and let you know the next steps.