Job Description

The Practice Lead, Service Design & Transition is responsible for defining and leading the Service Design and Transition practice across D&T. Ensuring products and services are designed for supportability and successfully transitioned into live operation, you'll work closely with business, product and technology teams to deliver high-quality, value-driven services throughout their lifecycle.

What you'll do

• Lead and develop the Service Design & Transition team, driving performance, capability and value across the function.

• Own and govern Service Design & Transition processes, ensuring services are introduced into live operation safely, effectively and with minimal risk.

• Provide end-to-end leadership of service-led projects, overseeing design, transition, early life support and ongoing service lifecycle management.

• Build strong partnerships across business, product, technology and suppliers to ensure high-quality, supportable and customer-focused services.

• Drive quality, compliance and continuous improvement through effective governance, risk management, service reporting and operational readiness.

Who you are

• Proven leadership experience, with the ability to develop high-performing teams and manage strategic supplier partnerships.

• Strong expertise in Service Design & Transition and ITSM best practice, with experience shaping service roadmaps and driving continual improvement. Retail experience would be advantageous.

• Excellent stakeholder engagement, influencing and communication skills, with the ability to align technical and business priorities.

• Strong commercial, analytical and risk management capabilities, using data-driven insights to improve service performance and business outcomes.

• Solid technical understanding of IT infrastructure, service management tooling (e.g. ServiceNow, BMC Helix, Jira) and automation technologies to enhance service delivery and user experience.

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.

#LI-hybrid #LI-LS1 #hybridrole