Summary
The Service Level Management and Insights Lead is a key role within D&T Service Management, owning Service Level Management and Measurement & Reporting. Leading a team of service level and reporting specialists, the role is accountable for delivering performance and value. You will define and maintain the service performance framework, ensuring service levels, SLAs/XLAs, and reporting align with business needs and supplier agreements. The role ensures accurate, high-quality measurement through continuous improvement.
You will analyse performance trends, risks, and issues to generate insights that improve service quality, and lead delivery of performance frameworks and improvement roadmaps.
Working with Service Assurance, Practice Owners, Product Owners, and partners, you will ensure services meet or exceed targets. Success is measured through stakeholder satisfaction, reporting quality, insight value, and improved service performance. You will also collaborate across Service Management to share best practice and scale effective improvements.
What you'll do
* Lead, mentor, and develop a team of Service Level Managers and Reporting Analysts, fostering a high-performance, service-focused culture.
* Own and evolve the Service Level Management, reporting, and insights strategy, ensuring alignment with business objectives.
* Establish and govern SLAs, OLAs, and supporting frameworks, driving compliance, regular performance reviews, and continuous improvement.
* Oversee delivery of high-quality reporting and analytics, translating data into actionable insights and predictive improvements.
* Build strong stakeholder relationships and collaborate across teams to integrate processes, optimise delivery, and leverage automation and tools.
Who you are
* Proven experience in Service Level or IT Service Management, with a strong track record of leading teams and delivering strategic outcomes.
* Strong leadership capability with the ability to coach, develop, and inspire teams while driving accountability and continuous improvement.
* Advanced analytical skills, with the ability to interpret performance data and translate it into actionable, insight-led decisions.
* Deep expertise in service management practices, including SLA/OLA/XLA design, performance frameworks, reporting, and continual improvement.
* Excellent stakeholder management and technical knowledge, including ITSM tools (e.g. ServiceNow, BMC Helix), reporting platforms (e.g. Power BI, Tableau), and a solid understanding of IT infrastructure and services.
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
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.
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