Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted yesterday

Problem Performance Manager

MS2,473 open roles

Where
United Kingdom
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowProblem Performance ManagerMS · United Kingdom

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on MS's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.3% of postings close within 7 days. Measured by our own scanner across the market. MS postings stay open a median of 21 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: posted yesterday

MS median: 21 days open

The posting

Job Description

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.

#LI-hybrid #LI-CC1 #hybridrole

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against MS's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on MS's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    MS's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.