• Shape and influence a growing digital service at a key point in NFU Mutual’s transformation.
• Work cross-functionally to challenge, improve, and elevate service performance.
• Hybrid role with 80% homeworking and 20% in Stratford-upon-Avon.
About the role
NFU Mutual is undergoing an exciting digital transformation, and we’re looking for an IT Service Team Lead to be at the forefront of our journey. Based in our Group IT division, this is a unique opportunity to shape and influence the performance and maturity of our evolving digital service platform.
This role involves managing and improving our digital service platform, focusing on incident prevention and service enhancement. You’ll be part of a strategic team supporting our customer-facing portal, CRM, and data services that underpin our digital platforms.
As IT Service Team Lead, you’ll identify and prevent recurring incidents by analyzing data and trends, leading service performance improvements, and acting as the key liaison between support teams, suppliers, and stakeholders. You’ll develop monitoring capabilities, advocate ITIL practices, and ensure effective use of tools like ServiceNow. There is potential for growth into line management responsibilities.
About you
You will lead service delivery improvements, working with stakeholders to drive change. Essential skills include experience in service operations, data analysis, familiarity with ServiceNow and Dynatrace, ITIL knowledge, leadership experience, and ideally, experience in insurance or financial services. A working understanding of digital services and CRM is desirable.
NFU Mutual values diversity and inclusion, supporting candidates with adjustments and accommodations throughout the recruitment process. We are proud to be a Disability Confident Employer and welcome applications from all backgrounds.
Benefits and Rewards
Join us for a supportive culture and attractive benefits, including:
* Salary £50,000 - £60,000 depending on experience
* Annual bonus up to 17.5%
* Contributory pension scheme (up to 20%)
* 25 days holiday + bank holidays + holiday trading
* Family-friendly policies, discounts, health plans, and more
Working at NFU Mutual
We are a leading UK insurance and financial services provider with a proud history and a commitment to our customers and employees. Recognized for our workplace excellence, we foster a culture of growth, respect, and community involvement. Join us to be part of a company with big ambitions and a strong sense of purpose.
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