Performance Manager

MS Companies

. Lead improvements to Problem Management across assigned products and services .

Posted 11/4/2026full-timeSalford • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates deep knowledge of ITIL Service Management best practices and strong Problem Management capabilities, with a focus on root cause analysis and continuous improvement. Proven ability to collaborate with cross-functional teams and drive automation opportunities to enhance operational stability.

Highest-signal resume keywords

ITIL Service ManagementProblem ManagementRoot Cause AnalysisDevOps EnvironmentsServiceNow

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Problem ManagementRoot Cause AnalysisContinuous ImprovementService Level ManagementPerformance MetricsAutomation OpportunitiesCI/CDIT InfrastructureApplicationsNetworks

Soft Skills

CollaborationStakeholder ManagementCommunicationCoaching

Tools & Technologies

ServiceNowBMC HelixJiraObservability Tools

Industry Keywords

Retail ExperienceProblem Management PracticeProcess MaturityOperational Stability

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Lead improvements to Problem Management across assigned products and services
Work with Service Management, Service Assurance Managers and DevOps teams to strengthen process adherence, drive problem resolution and improve operational stability
Monitor performance metrics, baseline practice maturity and report progress, insights and improvement opportunities to stakeholders
Provide Problem Management expertise and coach teams in root cause analysis
Promote industry best practices to increase process maturity
Support the Problem and Change Practice Owner in developing and delivering Problem Management practice and technology roadmaps
Identify and support automation opportunities to improve efficiency and effectiveness
Work with cross-functional stakeholders, including engineering teams, to align objectives, address recurring problems and reduce technical debt by tackling root causes

Requirements

What you’ll need

Deep knowledge of ITIL Service Management best practices
Strong Problem Management and root cause analysis experience
Experience in high-velocity DevOps environments
Knowledge of CI/CD, IT infrastructure, applications and networks
Experience using ITSM and DevOps platforms, including ServiceNow / BMC Helix, Jira and observability tools
Strong understanding of Problem Management capabilities and automation opportunities
Ability to drive continuous improvement and use Service Level Management and KPIs to improve performance
Ability to contribute to a Problem Management technology roadmap aligned with business needs
Strong collaboration, stakeholder-management and communication skills
Ability to coach colleagues and share progress and best practices
Retail experience is an advantage

Benefits

Comp & perks

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