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Summary
The Problem Management Lead plays a key role in D&T Service Management, responsible for guiding the Problem Management team in overseeing all aspects of problem handling, root cause analysis, and known error management. Reporting to the Incident & Problem Practice Owner, this role ensures that problems across D&T are identified, managed, and resolved effectively, both reactively and proactively. The focus is on preventing repeat incidents, improving response times, and selecting the right situations and people to apply structured problem-solving.
All the details
Summary
The Problem Management Lead plays a key role in D&T Service Management, responsible for guiding the Problem Management team in overseeing all aspects of problem handling, root cause analysis, and known error management. Reporting to the Incident & Problem Practice Owner, this role ensures that problems across D&T are identified, managed, and resolved effectively, both reactively and proactively. The focus is on preventing repeat incidents, improving response times, and selecting the right situations and people to apply structured problem-solving.
This is a hands-on leadership role that involves modelling and promoting effective communication, coaching best practices, and supporting collaboration across technical teams, suppliers, and D&T leaders, especially in high-pressure situations. The Problem Management Lead will also work closely with service owners, suppliers, and Service Assurance Managers within DevOps Tribes to ensure the right tools, processes, and resources are in place to manage problem records seamlessly.
What’s In It For You
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.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
* After completing your probationary 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.
* 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.
What You'll Do
* Manage a team of Problem Performance Managers and Coordinators, providing direction, coaching, and training to build confidence, capability, and strong stakeholder engagement. Support teams in applying effective root cause analysis and foster a culture of continuous learning and improvement.
* Promote consistent use of Problem Management practices across D&T Tribes. Identify opportunities to strengthen operational stability, reduce technical debt, and improve overall process effectiveness through data insights, automation, and collaboration with DevOps and Service Assurance teams.
* Track key metrics and system telemetry to assess performance and identify areas for improvement. Lead the measurement of Problem Management maturity and advise on ways to align with best practices and raise standards across services and products.Work closely with Service Management colleagues, DevOps teams, and Service Assurance Managers to ensure
* problems are addressed both reactively and proactively. Support efforts to reduce recurring issues and align technical teams around shared improvement goals.
* Contribute to the development and delivery of the Problem Management and supporting technology roadmap. Provide regular updates to stakeholders on performance, insights, and progress, and promote best practices across the D&T organisation.
Who You Are
* Proven ability to lead and continuously improve the Problem Management process (PBM Level 5), with deep knowledge of ITIL Service Management frameworks and methodologies. Skilled in driving continuous improvement (CIM Level 5), ensuring service level adherence (SLM Level 5), and conducting thorough root cause analysis to implement long-term solutions (BUAN Level 5).
* Strong understanding of IT infrastructure, application support, and network operations, including common causes of high-severity incidents.
* Experienced with ITSM platforms such as ServiceNow and BMC Helix, as well as monitoring and event tools like PagerDuty, Netcool, and Dynatrace.
* Familiar with Major Incident Workbenches, collaboration tools, and AIOps. Hands-on experience operating within high-velocity DevOps environments, with a clear understanding of CI/CD pipelines, their implications on technical debt, and proactive problem detection. Skilled in identifying and delivering automation opportunities to optimise processes (AUTM Level 4/5).
* Strong leadership (LEAD Level 4/5) and strategic planning skills (STPL Level 5), with a focus on coaching teams, aligning Problem Management with broader business and technology goals, and contributing to roadmap development.
* Excellent communicator (CCTY Level 5) with the ability to engage, influence, and collaborate across Service Management, DevOps, and engineering teams (RLMT Level 5). Experienced in proactively mitigating risk (RSKM Level 5), promoting best practices, and providing transparent updates on performance and maturity.
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.
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Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Retail
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