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Established 1996
Thursday 02 July 2020


M&S announces tech transformation programme

Written by Chris Lemmon

Marks and Spencer has revealed the details of a new £25 million technology transformation programme, designed to enable the retailer to become a digital-first business.

Following a review of the company’s technological capabilities, a number of new initiatives are being rolled out to deliver technology to create a more agile and faster experience for its business and for customers. Changes include:

- The creation of a new Technology Operating Model, aimed at driving significant efficiencies in how M&S exploits new technology, including the adoption of industry-agile methods, effective from 1 March 2018.
- The appointment of Tata Consultancy Services (TCS) as its principle technology partner.
- The simplification and consolidation of M&S’s technology supplier base. Core services will transfer directly to TCS, while the day-to-day project management of specialist suppliers will also move under the control of TCS.

The transformation programme has also been designed to deliver annual cost savings of around £30 million by 2021/22, and provider clearer accountabilities and a more customer-centric approach to technology services. There will be a one-off £25 million cost to implement the new measures.

As part of the transformation, 250 existing M&S technology roles will transfer to become TCS roles, while “individual conversations will take place with around 30 individuals whose functions will be carried out differently in the future”. The retailer will retain a smaller, more technical and commercially-focused technology team.

Steve Rowe, CEO of Marks and Spencer, 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.”


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