Digital IT Service Lead

NFU Mutual; Stratford-upon-Avon; On-site; GBP 50,000 - 60,000; Full time

Job summary

NFU Mutual is seeking a Digital IT Service Lead to enhance their digital service platform. This pivotal role involves driving service improvements, managing incidents, and collaborating with stakeholders to ensure high-quality service delivery. The position offers a competitive salary, annual bonus, and a range of benefits in a supportive work environment.

Benefits

Annual bonus (up to 17.5% of salary)

Contributory pension scheme, up to 20%

25 days annual leave + bank holidays

Family Friendly policy

Health and wellbeing plan

Employee Volunteering

Life Assurance cover of 4 x salary

Employee discounts of 15% on NFU Mutual insurance policies

Qualifications

• Working understanding of Digital Services.
• Experienced in service operations in a complex IT environment.
• Experience in leading teams in an IT environment.

Responsibilities

• Lead service delivery improvements and stakeholder collaboration.
• Identify and prevent reoccurring incidents by analyzing data.
• Support the development of monitoring and alerting capabilities.

Skills

Analytical skills

Influencing skills

Data analysis

Tools

ServiceNow

Dynatrace

Job description

Digital IT Service Lead:

About the role

NFU Mutual is undergoing an exciting digital transformation, and we’re looking for a Digital IT Service 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 isn't just about managing incidents – it's about owning and improving the service. You’ll be joining a strategically important team that underpins our customer-facing portal, which is powered by a series of integration, data and identity services that support our digital platforms.

As our Digital IT Service Lead, you’ll take ownership of identifying and preventing reoccurring incidents by analysing data and trends, alongside leading and implementing service performance improvements across the digital platform. Acting as the key interface between support teams, suppliers, and internal stakeholders, you’ll drive both resolution and long-term enhancements.

You’ll support the development of new monitoring and alerting capabilities to improve visibility of service health and incident trends. With strong influencing skills, you’ll identify where processes need change and collaborate across teams to make it happen. You’ll also champion ITIL best practices and ensure tools like ServiceNow are used effectively to support our service goals. Looking ahead, you’ll be laying the groundwork for a maturing function, with the opportunity for this role to grow into one with line management responsibility.

About you

In this pivotal role, you’ll lead service delivery improvements, working closely with stakeholders across the business to drive change and enhance performance. You’ll bring strong analytical skills, influence with credibility, and the resilience to navigate a complex IT landscape. If you’re passionate about shaping high-quality services and building trusted relationships, this is your chance to make a real impact.

Essential skills include:

• A working understanding of Digital Services
• Experienced with service operations in a complex IT environment, ideally with exposure to multiple microservices or platforms e.g. CRM, Integration/API behaviour
• Experience analysing tickets and using data to uncover root causes through to resolution.
• Service Now and Dynatrace tooling (or equivalent)
• ITIL – Anunderstanding of incident, problem, and service management principles and how to apply them.
• Experience in leading teams in an IT environment and service improvement.
• Experience in an Insurance, investments and pensions environment (desirable).
• Data analysis and root cause analysis skills (desirable).

While this is not a hands-on technical role, a working understanding of systems underpinning digital service services will be highly desirable.

Internally this role is known as IT Team Leader.

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 recognise 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're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary £50,000 - £60,000
• 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.

Working at NFU Mutual

We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us.

We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.