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About the Role
The Service Configuration Manager governs and matures the Service Configuration Management practice across the D&T estate, ensuring Configuration Items (CIs), service relationships, service maps, and configuration data are accurately defined, controlled, maintained, and utilized for operational excellence, risk reduction, and informed decision-making. This role establishes and maintains policies, standards, processes, and governance controls aligned with ITIL 4 best practices, providing leadership over the Configuration Management System (CMS) and CMDB to ensure trusted and accurate configuration data. As a subject matter expert, this role supports the strategic roadmap for Service Configuration Management, including service mapping, discovery capabilities, data quality improvement, and technology enablement. It collaborates with various teams to drive adoption of configuration management practices and ensure data supports key IT Service Management processes.
Responsibilities
- Lead and govern the end-to-end Service Configuration Management practice, maintaining policies, standards, processes and controls aligned to business needs.
- Ensure the CMDB accurately represents services, applications, infrastructure, cloud services, Configuration Items and their relationships, with clear ownership and classification standards.
- Drive CMDB data quality, service mapping, discovery and automated data-feed improvements to provide trusted information for incident, problem, change and asset management.
- Embed and monitor compliance with configuration management practices across engineering, operational and delivery teams, ensuring risks, gaps and audit findings are addressed.
- Act as the subject matter expert and primary governance contact, providing stakeholder guidance, KPI reporting and executive insights to support continual service improvement.
Requirements
- Strong knowledge of ITIL 4 Service Configuration Management, with experience implementing and maturing enterprise-scale practices; retail experience is advantageous.
- Deep expertise in CMDB governance, configuration data management, service modelling, service mapping and dependency relationships.
- Strong technical understanding of infrastructure, cloud, applications, middleware, networks, discovery technologies, automated data collection, APIs and system integrations.
- Experience with ITSM, CMDB and discovery platforms, such as BMC Helix and ServiceNow, alongside strong data governance, risk, compliance, reporting and continual-improvement capability.
- Excellent leadership, communication and stakeholder-management skills, with the ability to influence senior stakeholders, define KPIs and drive organisational adoption.
Skills
- ITIL 4 Service Configuration Management
- CMDB governance
- Configuration data management
- Service modelling
- Service mapping
- Dependency relationships
- Infrastructure
- Cloud
- Applications
- Middleware
- Networks
- Discovery technologies
- Automated data collection
- APIs
- System integrations
- ITSM platforms
- CMDB platforms
- Discovery platforms
- BMC Helix
- ServiceNow
- Data governance
- Risk management
- Compliance
- Reporting
- Continual improvement
- Leadership
- Communication
- Stakeholder management
- KPI definition
- Organisational adoption
Location
- hybrid
Work Type
- hybrid
Benefits
- 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
About the Company
- 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.
- 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.
Equal Opportunity
- 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.