* Lead and shape IT Service Design across new and changed services, ensuring operational readiness, consistency and smooth transition into live service
* Act as a trusted advisor to change programmes, representing Service Delivery, influencing stakeholders and embedding BAU considerations throughout the project lifecycle
* Hybrid role with 80% homeworking and 20% in Stratford-upon-Avon
About the role
As IT Service Design Lead, you’ll act as a trusted subject matter expert to change programmes, ensuring consistent, effective IT Service Design across all new and changed services. You’ll play a critical role in enabling smooth transitions into live service, embedding business‑as‑usual considerations throughout the entire project lifecycle and protecting the customer experience.
You’ll evaluate and interpret project requirements to produce robust Service Design Packages, giving stakeholders a clear understanding of what will be delivered as services move into operation. Representing Service Delivery within projects, you’ll provide expert guidance on operational service processes, influencing stakeholders to adopt standard models wherever possible and maximising efficiency once services transition to BAU.
Where standard processes are not appropriate, you’ll apply your service and technical expertise to design new, fit‑for‑purpose IT processes that meet business and operational needs, minimise risk and contribute to a reusable catalogue of service offerings. You’ll also review the effectiveness of previous service design decisions, driving continuous improvement to increase consistency, quality and speed of delivery.
Building strong, influential relationships with internal and external stakeholders and IT service process owners will be key, enabling Service Design to add real value to change programmes. You’ll proactively engage with projects at the earliest stages, championing Service Design as a facilitator of change and ensuring BAU requirements and dependencies are fully considered from planning through to delivery. In addition, you’ll deliver short‑term and one‑off initiatives as required, in line with agreed standards and outcomes.
About you
You’re a confident and credible professional with a strong track record of managing and influencing stakeholders at all levels, building trust and momentum across complex change environments. You communicate clearly and effectively, translating complex concepts into messages that land with both technical and non‑technical audiences. Comfortable challenging thinking in a constructive way, you bring thoughtful insight and professional curiosity to drive better outcomes. With a strategic mindset, you’re able to look beyond immediate delivery to plan for sustainable, long‑term service success, balancing organisational objectives with customer and operational needs.
* Proven experience of IT Service Management
* Ability to foster a service centric culture, leading by example to create a high performing and collaborative team environment.
* Strong senior level stakeholder management and relationship building capabilities, with the confidence to influence key decisions.
* Good understanding and knowledge of SaaS and similar cloud technologies.
* Experience working with multiple suppliers and vendors.
At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees. We recognize that some candidates may experience barriers during the recruitment process, so we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process. We are proud to be a Disability Confident Employer and welcome applications from people of all backgrounds, regardless of ethnicity, disability, gender, religion, sexual orientation, long‑term health, or Protected Characteristics.
Benefits and rewards
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
* Salary – £55,000 - £65,000 (depending on experience)
* Annual bonus (up to 17.5% of salary)
* Contributory pension scheme, up to 20%, including your 8% contribution
* 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
* A Family Friendly policy that helps you balance your work and family responsibilities
* Access to savings at High Street brands, travel and supermarkets
* £20 contribution to a monthly gym membership – subject to T&Cs
* Health and wellbeing plan - cashback for dentist, opticians, physio and more
* Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
* Employee Volunteering - volunteer in the community for one day each year
* Unlimited access to Refer a Friend £500 bonus scheme
* Life Assurance cover of 4 x salary
* Employee discounts of 15% on a range of NFU Mutual insurance policies
* Salary sacrifice employee car scheme - subject to eligibility.
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