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As part of its five-year transformation plan, M&S has today announced a new Technology Transformation Programme that will enable it to become a digital-first business and deliver an improvement in customer experience. It is designed to create a more agile, faster and commercial Technology function that will work with the business to deliver growth. 

Following an extensive review of M&S’s technology capabilities, changes are being made to deliver technology that brings real value, at pace, to its business and customers. These changes include: 

  • The creation of a new Technology Operating Model, which will drive significant efficiencies in how M&S exploits new technology, including the adoption of industry agile methods, effective from 1st March 2018. 
  • The appointment of Tata Consultancy Services (TCS) – one of the world’s leading technology companies – as M&S’s principal technology partner. 
  • A simplification and consolidation of M&S’s technology supplier base. Core supplier services will transfer directly to TCS and the day-to-day relationship and project management of specialist suppliers will move under the control of TCS.

The Technology Transformation Programme will deliver annual efficiencies of c.£30m by 2021/22 and drive clearer accountabilities and a more customer centric approach to technology services.  There is a one-off cost to implement of c. £25 million.

Steve Rowe, M&S CEO said: “We are committed to transforming M&S for our colleagues, customers and shareholders by delivering digital-first retailing across our stores and offices. Technology plays a huge role in this transformation – and having the right partners and model will enable us to be more agile, flexible and responsive. Through our Technology Transformation Programme our business will be faster, simpler and more focused on achieving a seamless customer experience.”  

As a result of the new Technology Operating Model, c.250 existing M&S Technology roles will transfer under TUPE to become TCS roles. Individual conversations will take place with around 30 individuals whose functions will be carried out differently in the future. M&S will retain a smaller, more technical and commercially focused team that will lead and drive technology to support the business. 

A TUPE information and consultation process will commence with BIG, M&S’s employee representative group, on 16th January 2018. 

- ENDS -

Notes to Editors:

Making M&S Special

In November 2017 Marks & Spencer set out a transformation programme for the business concentrating on Restoring the Basics, Shaping the Future and Making M&S Special. 

Under this transformation programme, Making M&S Special, M&S has to date announced:  

  • A slowdown in the Simply Food store opening programme
  • An acceleration of the UK store estate programme
  • The sale and franchise of its retail business in Hong Kong and Macau
  • The announcement of a new Technology Transformation Programme

For further information, please contact: 
Corporate Press Office:+44 (0)20 8718 1919