Problem Performance Manager

Summary

The Problem Performance Manager is an important role within the D&T Service Management organisation, responsible for the continuous improvement and optimisation of the effectiveness of the Problem Management practice for the assigned group of products and Services.

Reporting into the Incident and Problem Practice Owner this role leads on detailed analysis, identification, and delivery of Problem Management practice improvements, focussing on improving operational stability and reducing technical debt.

This role will work closely with Service Management colleagues and Service Assurance Managers who are embedded within the D&T DevOps teams to continuously improve Problem management delivery, techniques, and adherence to process and KPI’s, leveraging automation opportunities where possible to maximise efficiency.

Through detailed analysis and by collaborating with Service Assurance Managers and DevOps teams, this role will embed the delivery of Problem Management for the D&T products and Services and will advise on opportunities and methods to increase maturity and to improve operational stability by leveraging best practices.

As a subject matter expert, the Problem Performance Manager will support the Problem Management Lead to deliver best practice problem management and develop and deliver the strategic Problem Management practice roadmap, which includes the technology roadmap.

Success in this role is measured by improvements in the practice maturity levels and key performance indicator performance achieved over time.

What you'll do

• Lead improvements to Problem Management across assigned products and services, working with Service Management, Service Assurance Managers and DevOps teams to strengthen process adherence, drive problem resolution and improve operational stability.
• Monitor performance metrics, baseline practice maturity and report progress, insights and improvement opportunities to stakeholders.
• Provide Problem Management expertise, coach teams in root cause analysis and promote industry best practices to increase process maturity.
• Support the Problem and Change Practice Owner in developing and delivering the Problem Management practice and technology roadmaps, identifying and supporting automation opportunities to improve efficiency and effectiveness.
• Work with cross-functional stakeholders, including engineering teams, to align objectives, address recurring problems and reduce technical debt by tackling root causes.

Who you are

• Deep knowledge of ITIL Service Management best practices, with strong Problem Management and root cause analysis experience to resolve recurring issues and deliver long-term improvements.
• Experience in high-velocity DevOps environments, with knowledge of CI/CD, IT infrastructure, applications and networks, and their impact on service stability, technical debt and risk.
• Experience using ITSM and DevOps platforms, including ServiceNow / BMC Helix, Jira and observability tools, with a strong understanding of Problem Management capabilities and automation opportunities.
• Ability to drive continuous improvement, use Service Level Management and KPIs to improve performance, and contribute to a Problem Management technology roadmap aligned with business needs.
• Strong collaboration, stakeholder-management and communication skills to work with Service Management, DevOps and engineering teams, coach colleagues and share progress and best practices. Retail experience is an advantage.

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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