All the details Summary The Major Incident Management Lead is a pivotal role within D&T Service Management function, responsible for leading a 24/7 Incident Management team to effectively manage Critical and Major Incidents. Reporting to the Incident & Problem Practice Owner, this hands-on leadership role involves personally overseeing high-stakes incidents, coordinating cross-functional teams, and driving swift service restoration. You will coach and model best practices in incident leadership, ensure seamless collaboration across teams and suppliers, and maintain essential resources such as Known Error records and communication plans. Additionally, you will oversee Post-Incident Reviews, track problem resolutions, and foster a culture of operational excellence, resilience, and accountability, ensuring continuous improvement and the minimisation of repeat incidents. What’s In It For You Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us. Here are some of the benefits we offer that make working for M&S just that little bit more special… After completing your probationary 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. Competitive holiday entitlement with the potential to buy extra holiday days Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business. A generous Defined Contribution Pension Scheme and Life Assurance. A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills. Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing. Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family. Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family. A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work. What You'll Do Lead and coach a team of Major Incident Managers and Coordinators, ensuring they have the skills and confidence to effectively resolve Critical and Major Incidents while managing stakeholders. Oversee 24/7 incident readiness, including on-call schedules, escalation protocols, and team preparedness to handle high-pressure situations. Personally manage high-stakes incidents when required, setting an example of excellence by coordinating cross-functional teams and restoring normal operations swiftly. Maintain and continuously improve resources like Known Error records, communication plans, incident models, and operating procedures to ensure seamless incident management. Drive post-incident reviews, sharing lessons learned to improve practices, and ensure effective problem investigations and resolutions to prevent repeat incidents. Collaborate with Service Management stakeholders, suppliers, and DevOps Tribes to maintain key incident management data, metrics, and resources for prevention and resolution. Communicate regularly with senior leadership and stakeholders during incidents, providing clear, timely updates and ensuring effective engagement. Monitor and analyze incident metrics (e.g., MTTD, MTTR) to identify opportunities for continuous improvement and drive a culture of operational excellence and accountability. Who You Are Proven experience leading and mentoring Major Incident Management teams, coaching effective communication, and fostering high performance. Expertise in managing Critical and Major Incidents in high-pressure environments, focusing on service restoration and minimising impact. Strong root cause analysis and problem investigation skills to prevent repeat incidents. Exceptional communication skills to convey technical details to diverse audiences and manage expectations during crises. Proficient in analysing incident trends and optimising incident management practices, including maintaining knowledge resources. Confidence and composure to make effective decisions under pressure, ensuring operational resilience. Strong IT infrastructure, application support, and network operations knowledge, with experience addressing high-severity technical issues. Proficiency with ITSM tools (e.g., ServiceNow, BMC Helix) and familiarity with monitoring and event tools (e.g., PagerDuty, Netcool). Experience leveraging Major Incident Workbenches, collaboration platforms, and AIOps for effective incident response. 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. hybridrole