Location
Swindon / Wiltshire
Salary
From £59,100
Contract
Permanent (Full Time)
Reference
507
Closing Date
08 October 2025
Job description
Are you a career-driven IT leader ready for your next challenge?
If you're passionate about leading in a fast-paced technical environment where no two days are the same, this is your opportunity to make a real impact. In this pivotal role, you'll manage a team of skilled IT specialists on a rotating 24-hour shift, taking charge of major incident resolution and ensuring the smooth operation of our critical IT systems
IT Service Manager will be responsible for the operational management of technical specialist teams across the IT Enterprise Command Centre (ECC), ensuring IT system failures/outages are identified quickly and managed efficiently in-line with defined response times and regulatory/business standards/procedures, communicating all updates to key stakeholders.
This is a shift-based role, which includes an additional allowance of £9,200 per annum:
3 x 12 Hour Days (7:00 - 19:00)
3 x Days off
3 x 12 Hour Nights (19:00 - 07:00)
3 x Days off
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job you'll spend 80% of your working time, based at our Swindon office.If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
What you'll be doing
* Acting as Major Incident Manager on a 24 x 7 basis to make autonomous decisions and deputise for the Enterprise Command Centre (ECC) Senior Operations Manager. Will be a point of escalation for the employees within your respective team and accountable to the Senior Operations Manager and Head of IT Operations during major incidents
* Maintaining strong relationships with key stakeholders/third parties across all areas/levels of the business to ensure collaborative working during IT incident resolution to minimise any impact to critical colleague and customer facing services
* Responsible for the provision of regular updates and/or briefings to senior management and above. Providing indicative recovery plans and times in-line with business needs in the event of any interruption to service
* Provide technical expertise and oversight of teams during day-to-day incidents, defining resolution times and reporting up to the ECC Senior Operations Manager
* Ensure your team of Level 1 and Level 2 technical specialists are resourced effectively to deliver daily IT change schedule activities. Provide service reporting on scheduled change exceptions.
About you
* We're looking for IT Service Managers with significant experience of working in a large IT operational support environment.
* Due to the nature of our business, you'll be working to demanding deadlines at times, so we need you to be resilient with an ability to respond quickly and confidently whilst being under pressure to deliver.
* Service delivery throughout the Enterprise Command Centre (ECC) is paramount, so it's key that your strength of character and resilience will get you through the tough and challenging times.
* You'll be able to communicate complex technical information to non-technical stakeholders using business terminology and can think laterally in order to solve problems across multiple teams and IT components and services. In addition to the technical skills we require, we're also looking for competent people managers who can lead, develop and inspire their teams to meet the ever-changing demands of our business.
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
* Feel what customers feel - We step into our customers' shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
* Say it straight - We are brave in speaking out and saying what we think – we're honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
* Push for better - We don't settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
* Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
The extras you'll get
There are all sorts of employee benefits available at Nationwide, including:
* 25 days holiday
* From January 2026, all colleagues will have access to fully funded private medical insurance
* A personal pension – if you put in 7% of your salary, we'll top up by a further 16%
* Access to an annual performance related bonus
* Access to training to help you develop and progress your career
* A great selection of additional benefits through our salary sacrifice scheme
* Life assurance worth 8x your salary
* Wellhub – access to a range of free and paid options for health and wellness
* Up to 2 days of paid volunteering a year
What to do next
If this role is for you, please click the 'Apply Now' button. You'll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we're owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don't see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you're inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you're one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are Purpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.