Senior Service Assurance Manager

MS Companies

. Assure the quality, performance and consistent adoption of Service Management practices across assigned Tribes, ensuring service levels and business objectives are met.

Posted 9/24/2026full-timeSalford • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong expertise in Service Management, particularly in ITIL4, DevOps, and SecOps practices, with a focus on improving processes, governance, and compliance. Capable of effective stakeholder communication and data-driven decision-making to enhance service performance and operational efficiency.

Highest-signal resume keywords

Service Management ExpertiseITIL4 KnowledgeAnalytical SkillsStakeholder ManagementServiceNow/Helix Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service ManagementProcess ImprovementGovernanceComplianceRoot Cause AnalysisPerformance MonitoringSLA ManagementData AnalysisRisk IdentificationContinuous Improvement

Soft Skills

CommunicationInfluencing SkillsTrainingCoachingProblem-Solving

Tools & Technologies

ServiceNowHelixJiraPower BI

Industry Keywords

ITIL4DevOpsSecOpsRetail Experience

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Assure the quality, performance and consistent adoption of Service Management practices across assigned Tribes, ensuring service levels and business objectives are met.
Coach, train and support Tribe members on Service Management processes, procedures and SLA requirements.
Monitor compliance, throughput and performance trends, identifying risks, issues and improvement opportunities through insight-led analysis.
Lead root cause analysis and drive remediation actions for performance gaps, tracking risks, issues and corrective actions through to completion.
Provide reporting and stakeholder communication, including Tribe leadership reviews, Service Management alignment, Major Incident updates and Post-Incident Review follow-through.
Work with Service Management Practice Owners to assure and mature practices, ensuring they are defined, measured, improved and embedded into day-to-day delivery.
Engage with Domain leadership, product and engineering teams, service owners and business stakeholders to understand challenges and risks and secure alignment, buy-in and sponsorship for improvements.

Requirements

What you’ll need

Strong Service Management expertise, with practical knowledge of ITIL4, DevOps and SecOps practices; retail experience would be a distinct advantage.
Proven experience improving Service Management processes, governance and compliance, with the ability to identify risks, root causes and opportunities for continuous improvement.
Strong analytical and data-driven decision-making skills, including monitoring service performance, SLA compliance, trends and operational risks.
Excellent communication, reporting and stakeholder management skills, with the confidence to influence senior leaders, manage challenging conversations and secure buy-in for change.
Solid understanding of IT infrastructure, operations and service management tools such as ServiceNow/Helix, Jira and Power BI, with the adaptability to work effectively in a fast-paced environment.

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