Summary The Head of Service Assurance is a senior role responsible for leading the Service Assurance organisation to deliver Service Management assurance across D&T product, platform and infrastructure Tribes. This role ensures that Service Management practices are fully embedded, complied with, and that the IT Services provided by the Tribes meet the Service Levels required by the Business operations and its Stores. As ambassadors for Service Management, the Service Assurance team promotes ITIL4, DevOps, and SecOps as complementary frameworks, working with various stakeholders to balance velocity and throughput needs with standardisation and risk reduction. The team proactively monitors performance levels, identifies trends, risks and issues, and collaborates with Tribe leaders to develop insights and implement improvement initiatives. The Head of Service Assurance is accountable for the strategic improvement roadmap and engaging with D&T leadership and business stakeholders to ensure alignment and sponsorship for improvements. What’s in it for you Being a part of M&S involves contributing to bringing exceptional quality and value to customers. Here are some benefits: 20% discount across all M&S products after probation. Competitive holiday entitlement with options to buy extra days. Discretionary bonus schemes based on performance. Generous pension scheme and life assurance. Tailored induction and a range of training programmes. Perks and discounts for personal wellbeing. Industry-leading parental and family support policies. Wellbeing support including 24/7 Virtual GP access. Charity volunteer day. What you'll do Lead and manage the Service Assurance organization, developing the strategic service delivery improvement roadmap. Ensure continual improvement and performance monitoring of Service Management practices. Monitor and analyse compliance and performance metrics; collaborate with Tribe leadership on improvement initiatives. Align on service continuity requirements with Tribe leadership; support communication during Major Incidents. Oversee the team as a point of contact for Service Desk escalations and deliver performance reports. Who you are Ability to lead and manage a Service Assurance organization effectively. Deep knowledge of Service Management frameworks and IT infrastructure. Strong strategic awareness, aligning service delivery with business priorities. Experience in planning and communicating process changes. Exceptional reporting and presentation skills. Everyone’s welcome Marks & Spencer values diversity and aims to build inclusive teams where everyone can contribute. We welcome applications from all backgrounds and support reasonable adjustments during recruitment.