IT Service Team Lead

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

Job summary

An established industry player is seeking an IT Service Team Lead to drive digital transformation within their Group IT division. This role offers the chance to shape service performance and manage digital services supporting customer portals. You will work cross-functionally to identify improvements, analyze data for root causes, and champion ITIL best practices. With a hybrid working model, this position allows flexibility while leading a team to enhance service delivery. Join a company that values diversity and innovation, offering a supportive culture and numerous 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 at high street brands

£20 monthly gym contribution

Health and wellbeing plans

Volunteering opportunities

Refer a Friend bonus scheme (£500)

Life Assurance: 4x salary

Qualifications

• Experience with service operations in complex IT environments.
• Ability to analyze tickets and data for root cause analysis.

Responsibilities

• Manage and improve digital services supporting customer-facing portals.
• Drive service performance improvements and lead service delivery.

Skills

Service operations in complex IT environments

Root cause analysis

ServiceNow

ITIL principles

Team leadership

Data analysis

Tools

ServiceNow

Dynatrace

Job description

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View more categories | View less categories | Sector: Insurance | Role: Manager | Contract Type: Permanent | Hours: Full Time

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 managing and improving our digital services, supporting our customer-facing portal powered by CRM and data services. You will identify and prevent recurring incidents, analyze data and trends, and lead service performance improvements. Acting as the key interface between support teams, suppliers, and stakeholders, you'll drive resolution and long-term enhancements.

You will support the development of monitoring and alerting capabilities, identify process improvements, and champion ITIL best practices, ensuring 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 across the business. Essential skills include:

• Experience with service operations in complex IT environments, ideally with microservices or multiple platforms.
• Ability to analyze tickets and data for root cause analysis.
• Experience with 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 is desirable.
• Data analysis and root cause analysis skills are desirable.

While not a hands-on technical role, a working understanding of digital service and CRM systems is beneficial.

Internally, this role is known as IT Team Leader.

Our commitments

We support an inclusive workplace, value diversity, and celebrate creativity and innovation. We encourage candidates requiring adjustments during recruitment to discuss their needs. We are a Disability Confident Employer, and signatories of the Race at Work and Women in Finance Charters, welcoming applications from all backgrounds.

Benefits and rewards

Join us and enjoy:

• 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 buy/sell options
• Family-friendly policies
• Savings discounts at high street brands
• £20 monthly gym contribution
• Health and wellbeing plans
• Volunteering opportunities
• Refer a Friend bonus scheme (£500)
• Life Assurance: 4x salary
• Employee discounts on insurance policies

Working at NFU Mutual

We are a leading UK insurance and financial services company with over 110 years of customer focus. Recognized for workplace excellence, we offer a supportive culture that promotes growth, recognition, and community engagement. Our awards include Gallup Exceptional Workplace, LinkedIn Top Employers, and Top Employer certifications.

Apply now

Location

Stratford-upon-Avon, Tiddington Road, Warwickshire, CV37 7BJ

Company

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