Service Delivery Lead

Summary As part of the M&S Data Operations team, you’ll be joining a well-loved historic brand, working on solutions that serves millions of loyal customers and thousands of colleagues! With ethical values that run right through the company’s core and technology leaders that truly understand the need to deliver accurate and timely data, it’s an exciting time as we’re redefining ourselves into a digital first organisation. We are seeking a dynamic and dedicated service lead to support the delivery of accurate and timely data to business stakeholders. Working within a large Data Operations team you will support our Operations Engineers with prioritisation, communication, ticket and problem management and reporting, to maximise the efficiency of the team and reduce service disruption. You will look to ensure we are adhering to industry-standard service management principals and form a key role in building relationships with wider business stakeholders to understand priorities and bottlenecks. You will play a key role in driving our ambition to create an industry-leading data platform, to be viewed as the template for providing service excellence to our wider technology platforms. 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 Provide service leadership and guidance to the existing Data Operations team Develop and maintain standard reporting to monitor existing levels of service Continually review incident communication standards Become a point of escalation for incidents, ensuring appropriate prioritisation is given to the most critical incidents Analyse incidents to identify opportunities for service improvement by liaising with the wider Data Technology team Present levels of service delivery to individual business portfolios Service model creation for newly implemented technologies / service Represent Data Operations on Major Incident Management calls for high severity / wide-impacting incidents. Provide technical guidance to members of existing team ensuring adherence to existing support agreements Who you are Extensive experience within a data provision environment with demonstrable experience of delivering excellent service and improvement programmes. Experience of data manipulation / ETL tools (Databricks, SQL, Prophecy would be specifically advantageous) Previous use of incident management tools (BMC Remedy preferred) A leadership mentality that is willing to take responsibility Ability to translate technical data / technology issues to senior and non-technical stakeholders Good communication skills, both written and spoken and able to adjust for different audiences Cares about the business and the bigger picture Great leadership and coaching skills with the ability to develop colleagues Ability to work with senior stakeholders, understand requirements and communicate progress Power BI (or other data visualisation tool) usage experience 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

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