Teams at Marks and Spencer

Owns online customer service communications, help content, and incident updates across customer journeys. Uses contact data and operational reporting to identify themes, test interventions, reduce avoidable Contact Centre demand, and improve customer and business performance. Coordinates with offshore and cross-functional teams, leads operational forums, manages priorities and governance, and translates customer insight into practical operational improvements.

Leads the M&S Cloud Platform engineering team building AI engineering platforms, reusable pipelines, tooling, plugins, frameworks, and developer self-service capabilities. Responsibilities include technical strategy, platform ownership, architecture, DevOps, reliability, vendor management, recruitment, talent development, and line management of senior engineers. The role contributes code while driving engineering excellence, operational reliability, strategic alignment, and improved developer experience across more than 200 engineers and 30 applications.

Leads the team building the SRE function and owns its technical vision, platform capabilities, reusable tooling, pipelines, frameworks, and developer experience. Manages senior engineering staff, drives recruitment and retention, aligns technical strategy, oversees reliability and operational excellence, partners with vendors, and contributes hands-on code. The role requires strong SRE, cloud, software architecture, DevOps, testing, reliability engineering, and people leadership experience.