Digital IT Service Lead Stratford-upon-Avon

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

Job summary

Join NFU Mutual as a Digital IT Service Lead, where you'll shape and influence our digital service transformation. This hybrid role involves leading service delivery improvements, analyzing data for incident management, and collaborating with stakeholders to enhance service performance. You'll champion ITIL best practices and have the opportunity to grow into line management responsibilities.

Benefits

Annual bonus up to 17.5%

Contributory pension scheme up to 20%

25 days holiday + bank holidays + buy/sell scheme

Family Friendly policies

Savings discounts, gym contributions, health plans, and more

Volunteer days, referral bonuses, life assurance, employee discounts

Qualifications

• Strong analytical skills and credibility.
• Experience in Insurance, investments, pensions sectors is desirable.
• Non-hands-on technical role requiring understanding of digital services.

Responsibilities

• Own and improve the digital service, leading service performance improvements.
• Act as the main interface between support teams, suppliers, and stakeholders.
• Develop monitoring and alerting capabilities to improve service health.

Skills

Understanding of Digital Services

Experience with service operations in complex IT environments

Experience analyzing tickets and using data for root cause analysis

Knowledge of ServiceNow and Dynatrace

Understanding of ITIL incident, problem, and service management principles

Experience leading IT teams and service improvement initiatives

Job description

• 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 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 role involves owning and improving the service, not just managing incidents. You’ll join a strategically important team supporting our customer-facing portal, which includes integration, data, and identity services that underpin our digital platforms.

As Digital IT Service Lead, you’ll identify and prevent recurring incidents by analyzing data and trends, and lead service performance improvements across the digital platform. You’ll act as the main interface between support teams, suppliers, and stakeholders, driving resolution and long-term enhancements.

You’ll develop monitoring and alerting capabilities to improve visibility of service health and incident trends. With strong influencing skills, you’ll identify process improvements and collaborate across teams. You’ll champion ITIL best practices and ensure tools like ServiceNow are used effectively. There is also potential for this role to grow into line management responsibilities in the future.

About you

You’ll lead service delivery improvements, working closely with stakeholders to drive change and performance. You’ll need strong analytical skills, credibility, resilience, and a passion for high-quality services and building trusted relationships.

Essential skills include:

• Understanding of Digital Services
• Experience with service operations in complex IT environments, ideally with microservices or platforms such as CRM, APIs
• Experience analyzing tickets and using data for root cause analysis
• Knowledge of ServiceNow and Dynatrace (or equivalents)
• Understanding of ITIL incident, problem, and service management principles
• Experience leading IT teams and service improvement initiatives
• Desirable: experience in Insurance, investments, pensions sectors
• Desirable: data analysis and root cause analysis skills

This is a non-hands-on technical role but requires a working understanding of systems underpinning digital services.

Internally, this role is known as IT Team Leader.

At NFU Mutual, we support an inclusive workplace and value all differences. We celebrate diversity and are committed to doing the right thing for our customers and employees.

We encourage candidates to discuss any adjustments needed during the recruitment process. We are a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory, welcoming applications from all backgrounds.

Benefits and Rewards

Joining our team offers a supportive culture and attractive rewards, 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 + buy/sell scheme
• Family Friendly policies
• Savings discounts, gym contributions, health plans, and more
• Volunteer days, referral bonuses, life assurance, employee discounts

Working at NFU Mutual

We are a leading UK general insurance and financial services provider with over 110 years of customer focus. Recognized as a top employer, we foster a supportive culture that values growth, respect, and community commitment.

Our ethos of trust, respect, and personal service guides us as we grow and innovate, aiming for a sustainable and successful future. Join us and be part of our talented team.