IT Service Team Lead

Starr Underwriting; Stratford-upon-Avon; On-site; GBP 50,000 - 60,000; Full time

Job summary

An established industry player is seeking an IT Service Team Lead to spearhead their digital transformation. This hybrid role allows for significant homeworking while being pivotal in enhancing service delivery and performance. You will analyze data to drive improvements, manage service operations, and collaborate with various stakeholders. With a focus on ITIL best practices and tools like ServiceNow, this position offers a unique opportunity to shape a growing digital service platform. Join a supportive culture that values diversity and encourages professional growth while enjoying attractive rewards and benefits.

Benefits

Annual bonus up to 17.5%

Contributory pension scheme up to 20%

25 days annual leave plus bank holidays

Family-friendly policies

Savings discounts with high street brands

£20 monthly gym contribution

Health and wellbeing plans

Volunteering opportunities

Referral bonus scheme

Life assurance (4x salary)

Qualifications

• Lead service delivery improvements and drive change with stakeholders.
• Analyze data to prevent reoccurring incidents and improve service.

Responsibilities

• Shape and influence digital service performance and maturity.
• Identify and resolve incidents, improving service performance.

Skills

Service operations in complex IT environments

Data analysis and root cause analysis

Knowledge of ServiceNow

Understanding of ITIL principles

Experience leading teams or projects

Experience in insurance, investments, or pensions

Tools

ServiceNow

Dynatrace

Job description

IT Service Team Lead:

• 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 owning and improving the service, not just managing incidents. You’ll be part of a strategically important team supporting our customer-facing portal, powered by CRM and data services that support our digital platforms.

As our IT Service Team Lead, you’ll identify and prevent reoccurring incidents by analyzing data and trends, leading service performance improvements, and acting as the key interface between support teams, suppliers, and stakeholders. You’ll drive resolution and long-term enhancements, develop monitoring capabilities, and champion ITIL best practices, ensuring effective use of tools like ServiceNow. There is also potential for this role to grow into one with line management responsibilities.

About you:

You will lead service delivery improvements, working closely with stakeholders to drive change and performance. Essential skills include:

• Experience with service operations in complex IT environments, preferably with microservices or multiple platforms.
• Ability to analyze tickets and data to uncover root causes.
• Knowledge of ServiceNow and Dynatrace (or similar tools) is highly desirable.
• Understanding of ITIL incident, problem, and service management principles.
• Experience leading teams or projects in IT and service improvement.
• Experience in insurance, investments, or pensions (desirable).
• Strong data and root cause analysis skills (desirable).

A working understanding of digital service and CRM systems is also highly desirable, though this is not a hands-on technical role.

We support an inclusive workplace and welcome applications from diverse backgrounds, encouraging candidates to discuss any adjustments needed during the recruitment process.

Benefits and Rewards:

Joining NFU Mutual 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 annual leave plus bank holidays, with holiday trading options
• Family-friendly policies
• Savings discounts with high street brands
• £20 monthly gym contribution
• Health and wellbeing plans
• Volunteering opportunities
• Referral bonus scheme
• Life assurance (4x salary)
• Employee discounts on insurance policies

Working at NFU Mutual:

We are a leading UK insurance and financial services provider with a proud history of over 110 years. Recognized as a great place to work, we have received multiple awards for our workplace culture and employee satisfaction. We foster a supportive environment that encourages growth, recognizes contributions, and respects diversity and community involvement.