> Markdown version of [/jobs/ext/18262-service-level-management-and-insights-lead](https://www.wearedevelopers.com/jobs/ext/18262-service-level-management-and-insights-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Level Management and Insights Lead - **Company:** Marks and Spencer plc (UK) - **Location:** Salford, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Power BI, Tableau (Software), Information Technology, Tools for Reporting, Servicenow, Databricks - **Published:** May 16, 2026 - **Apply:** https://www.totaljobs.com/job/service-management-lead/marks-and-spencer-plc-job107325910 ## About the Role * 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. ## Description 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 ## Related Videos - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Cutting LLM Costs Without Cutting Quality: How to Beat Proprietary LLMs with Fine-Tuned Open Source](https://www.wearedevelopers.com/videos/100151-cutting-llm-costs-without-cutting-quality-how-to-beat-proprietary-llms-with-fine-tuned-open-source) - [Leading with Reliability: Applying SRE Principles to Build Stronger Engineering Organizations](https://www.wearedevelopers.com/videos/100185-leading-with-reliability-applying-sre-principles-to-build-stronger-engineering-organizations) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)