Enablement Manager - ITSM

The Change Enablement Manager plays a critical role within the Service Management organisation, responsible for governing and facilitating the Change Enablement process in the D&T high-velocity Dev Ops environment. This role ensures that changes to D&T products and services are efficiently planned, assessed, approved, scheduled, and implemented to minimise disruption to business operations whilst accelerating speed to value.

• Oversee and manage the end-to-end Change Enablement process, ensuring that all changes to D&T products and services are effectively planned, assessed, approved, scheduled, and implemented.
• Implement appropriate controls and governance to maintain the stability and integrity of business operations while facilitating change in a high-velocity Dev Ops environment.
• Define, document, and implement Standard Changes (pre-approved, low‑risk changes), ensuring they are aligned with ITIL 4 practices and are continuously optimised for speed and efficiency.
• Collaborate closely with Dev Ops teams to align change management processes with Continuous Integration/Continuous Deployment (CI/CD) pipelines, ensuring that the change process does not hinder automation or the speed of deployment.
• Ensure the efficient and effective handling of Emergency Changes to resolve urgent incidents or risks, adhering to a defined escalation path and prioritising based on business impact.
• Strong knowledge of Dev Ops, high‑velocity environments with an understanding of CI/CD processes and their impact on Change Enablement.
• Deep expertise in ITIL service management practices, including incident, event, asset, configuration, problem, change and release management.
• Strong experience leading and governing change processes to ensure that changes are well‑planned and executed with minimal disruption.
• Solid technical knowledge of IT infrastructure, products/applications, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause unplanned disruption.
• Experience working with IT Service Management (ITSM) and Dev Ops tools and platforms, including Service Now / BMC Helix, Jira, Confluence and Git Hub, and an excellent understanding and experience of the Change Management module capabilities, collaboration enablers.

• Deep expertise in ITIL service management practices, including incident, event, asset, configuration, problem, change and release management.
• Strong experience leading and governing change processes to ensure that changes are well‑planned and executed with minimal disruption.
• Solid technical knowledge of IT infrastructure, products/applications, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause unplanned disruption.
• Experience working with IT Service Management (ITSM) and Dev Ops tools and platforms, including Service Now / BMC Helix, Jira, Confluence and Git Hub, and an excellent understanding and experience of the Change Management module capabilities, collaboration enablers.

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Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.