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., At M&S, we have Data Scientists, Analysts, and Technical Product Managers, who all share a genuine passion for harnessing data to improve people’s lives. And we’re in a unique position where we can actually help many different kinds of people, from our customers to our colleagues in store and in our support centre. Deepak (He / Him) | Data Scientist Read full storyEnd of quote slider carousel Make Your Mark Upcoming projects

Take part in our M&S Digital & Tech team days. Grow your digital and data skills through our BEAM Academy. Or challenge yourself at one of our business-wide hackathons. We also partner with Women in Data, Databricks and Cajigo to increase opportunities for women in digital and data. Opportunities to be heard

Your voice and your ideas matter here. Our 8 colleague networks are places to find support, listen to each other and encourage debate. You can pitch ideas ‘Straight to Stuart’, our CEO, or get involved in our BIG (Business involvement Group). Colleague Networks

We want you to feel supported, no matter what. Forces Community Network

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace. Health and Wellbeing Network

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers. Gender Equality Network

Addressing gender-related challenges, raising awareness, and driving action to ensure equal opportunities for all. Family & Carers Network

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources. Culture and Heritage Network

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M&S colleagues and customers. Menopause Network

Initiating and encouraging open conversations about menopause by offering support and sharing experiences. LGBTQ+ Network

Proactively representing LGBTQ+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers. Cancer Network

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer. Forces Community Network

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace. Health and Wellbeing Network

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers. Gender Equality Network

Addressing gender-related challenges, raising awareness, and driving action to ensure equal opportunities for all. Family & Carers Network

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources. Culture and Heritage Network

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M&S colleagues and customers. Menopause Network

Initiating and encouraging open conversations about menopause by offering support and sharing experiences. LGBTQ+ Network

Proactively representing LGBTQ+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers. Cancer Network

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer. Forces Community Network

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace. Health and Wellbeing Network

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers. Gender Equality Network

Addressing gender-related challenges, raising awareness, and driving action to ensure equal opportunities for all. Family & Carers Network

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources. Culture and Heritage Network

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M&S colleagues and customers. Menopause Network

Initiating and encouraging open conversations about menopause by offering support and sharing experiences. LGBTQ+ Network

Proactively representing LGBTQ+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers. Cancer Network

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer. End of slider Colleague Networks carousel Benefits Wellbeing hub

Get access to resources to support your wellbeing, including a free virtual GP service.

• Wellbeing hub

• Wellbeing hub Get access to resources to support your wellbeing, including a free virtual GP service.

• Giving back

• Giving back Support your favourite charities by donating through your pay or even volunteering for them.

• Pay

• 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.

Team Digital & Tech Store Salford Quays Location Salford, Greater Manchester Contract type Permanent Position type Full Time Salary Competitive + Benefits Closing date: 21st May 2026

• Intro
• About the role
• Meet the Team
• People Stories
• Make Your Mark
• Colleague Networks
• Benefits, Earn a competitive salary.
• Colleague discount

• Colleague discount After completing your probation 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. Please note only contracts of more than 12 weeks are eligible for this benefit.

• Time off

• Time off Competitive holiday entitlement with the potential to buy extra holiday days.

• Bonus

• Bonus We have discretionary bonus schemes depending on your role and our business performance.

• Life assurance

• Life assurance Get cover for twice your salary up to age 70 (double with our Pension Plan).

• Workplace savings

• Workplace savings We’ll help you save through our Pension Savings Plan, Share Buy and Sharesave schemes.

• My Choices

• My Choices Save on everyday costs through discounts and offers and get access to great health benefits.

• Cycle to work

• Cycle to work Bike/accessory hire with Cycle to Work and save on tax and national insurance.

• Smart tech

• Smart tech Buy the latest technology with interest-free financing directly from your salary.

• Family friendly policy

• Family friendly policy Industry-leading maternity, paternity, adoption and neo-natal policies, providing support and flexibility for you and your family.

• Wellbeing hub
• Giving back
• Pay
• Colleague discount
• Time off
• Bonus
• Life assurance
• Workplace savings
• My Choices
• Cycle to work
• Smart tech
• Family friendly policy

This section tells you all you need to know about the position and its responsibilities, outlining everything we hope to see in a successful candidate.

To stay close to our customers and colleagues, our support teams are in the office for at least three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected. All the details, 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

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 #LI-LS1 #hybridrole

Meet the Team Being an in-person business

We’re at our best when we’re close to customers, and for many of us at M&S, that means working in store every day.

To stay close to customers, our support teams are in the office three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected. It also means we can solve problems as soon as they arise, learn and grow as a team, build trust, and get closer to our colleagues. JanakHalfordDeepakJanakHalfordDeepakJanakHalfordDeepak

I think all engineers just love solving puzzles and problems. At M&S, we’re constantly learning new things, whether it’s mastering Swift UI or understanding how customers interact with technology. But this is also a business that listens to engineers and values what we bring to the table. That’s different, believe me. Janak (He / Him) | Staff iOS Engineer Read full story

Being in third-party brands, working on things M&S hasn’t done before… that plays to my sweet spot. I’ve worked in many organisations throughout my career, and it’s rare to see such cause and effect in your work. The way we’re structured means you’re encouraged to solve problems and you have the autonomy to make progress quickly. Halford (He / Him) | Head of Technical Program Management Read full story

At M&S, we have Data Scientists, Analysts, and Technical Product Managers, who all share a genuine passion for harnessing data to improve people’s lives. And we’re in a unique position where we can actually help many different kinds of people, from our customers to our colleagues in store and in our support centre. Deepak (He / Him) | Data Scientist Read full story

I think all engineers just love solving puzzles and problems. At M&S, we’re constantly learning new things, whether it’s mastering Swift UI or understanding how customers interact with technology. But this is also a business that listens to engineers and values what we bring to the table. That’s different, believe me. Janak (He / Him) | Staff iOS Engineer Read full story

Being in third-party brands, working on things M&S hasn’t done before… that plays to my sweet spot. I’ve worked in many organisations throughout my career, and it’s rare to see such cause and effect in your work. The way we’re structured means you’re encouraged to solve problems and you have the autonomy to make progress quickly. Halford (He / Him) | Head of Technical Program Management Read full story

At M&S, we have Data Scientists, Analysts, and Technical Product Managers, who all share a genuine passion for harnessing data to improve people’s lives. And we’re in a unique position where we can actually help many different kinds of people, from our customers to our colleagues in store and in our support centre. Deepak (He / Him) | Data Scientist Read full story

I think all engineers just love solving puzzles and problems. At M&S, we’re constantly learning new things, whether it’s mastering Swift UI or understanding how customers interact with technology. But this is also a business that listens to engineers and values what we bring to the table. That’s different, believe me. Janak (He / Him) | Staff iOS Engineer Read full story

Being in third-party brands, working on things M&S hasn’t done before… that plays to my sweet spot. I’ve worked in many organisations throughout my career, and it’s rare to see such cause and effect in your work. The way we’re structured means you’re encouraged to solve problems and you have the autonomy to make progress quickly. Halford (He / Him) | Head of Technical Program Management Read full story