Service Design & Transition Manager

Summary

The Service Design & Transition Manager plays a key role within the D&T Service Management team, leading the design and transition of new and changed services into live support. Responsible for ensuring services are fit for purpose, deliver business value, and are supported by robust service designs, you'll work closely with practice owners, partners and suppliers to ensure smooth, effective transitions into BAU. Ultimately, you'll help maintain high-quality, up-to-date service designs that meet the needs and criticality of M&S products and services.

What you'll do

• Lead and govern Service Design & Transition activities, ensuring robust service designs for new and changed D&T services. 

• Own the end-to-end delivery of Service Design and Transition for service-led projects, from design through to BAU support. 

• Collaborate with stakeholders, partners and suppliers to embed SD&T practices and drive consistent service outcomes. 

• Manage and assure Service Design documentation, quality standards, risks, issues and change activity across the service lifecycle. 

• Ensure services are operationally ready, supported and resilient, including peak readiness and business communications.

Who you are

• Strong experience in Service Design & Transition and IT Service Management, with a solid understanding of ITIL principles and best practice. Retail experience advantageous.

• Proven ability to influence and collaborate with stakeholders across technology, business, partners and suppliers. 

• Experience driving continual service improvement, using data, insights and quality-focused approaches to enhance service outcomes. 

• Strong understanding of IT infrastructure, applications and operational support models, with the ability to identify and mitigate service risks. 

• Hands-on experience with ITSM tooling, such as ServiceNow, BMC Helix or Jira Service Management, and using technology to improve service delivery.

What’s in it for you? 

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.

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