Senior IT Operations Manager

ZipRecruiter; Swindon; On-site; GBP 60,000 - 75,000; Full time

Job summary

Join a leading financial services organization as a Senior IT Operations Manager, responsible for leading incident responses and maintaining service integrity within the command centre. You will play a key role in ensuring operational excellence, managing teams across shifts, and demonstrating a commitment to customer-first principles. This role offers a competitive salary, additional shift allowances, and various employee benefits, including training and personal development opportunities.

Benefits

Personal pension with employer contributions

Paid volunteering days

Life assurance

Salary sacrifice scheme benefits

Access to health and wellness options

Annual performance-based bonus

Training for career development

30 days holiday

Individual healthcare cover

Qualifications

• Extensive experience leading Major Incident Response.
• Experience with IT Service Management tools like ServiceNow is beneficial.
• Strong functional knowledge in financial services is an advantage.

Responsibilities

• Lead the shift team to maintain and improve IT service levels.
• Act as Major Incident Manager during critical disruptions.
• Coordinate technical teams and communicate with senior leaders.

Skills

Stakeholder Communication

Incident Management

Team Leadership

Analytical Mindset

Tools

IT Service Management tools

Job description

Job Description

In the fast-paced world of financial services, system stability and rapid recovery are critical to ensure service continuity for our growing customer base in this highly competitive and visible industry.

Following an internal move, we have an opportunity to recruit a Senior IT Operations Manager within our 24x7 Enterprise Command Centre (ECC). As part of the role you will act as a Major Incident Manager, leading our response to major incidents, ensuring minimal disruption to our customer and colleagues services. You’ll be the calm in the storm—coordinating technical teams, communicating clearly to senior leaders and driving swift resolution when it matters most.

As a member of the shift leadership team, you will be accountable for day-to-day IT operations and must have the capability to build, develop and nurture a team, fostering a culture of accountability, resilience and service excellence.

Our Enterprise Command Centre ensures the seamless operation of Nationwide by monitoring and managing all IT services—supporting both our internal teams and our expanding customer base.

For this job you'll work on a three on three off 12 hour shift pattern (3 days 7am - 7pm on, 3 days off, 3 night 7pm to 7am on, 3 days off). You will be expected to be onsite at our Head Office in Swindon for all shifts, there may be some flexibility for remote working at times.

There is an additional shift allowance of £9,200 per annum.

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

You’ll be accountable for leading one of our shift teams, comprising a range of technical and managerial resources, whose aim is to maintain and improve our IT service levels, integrity and security of the technology systems which are critical to the success of Nationwide’s operational, regulatory, and strategic targets.

Reporting to the Head of Service Operations you will play a key role as part of the extended leadership team, with an ability to identify and deliver continual service improvements to support our strategic objectives.

Whilst we offer some flexibility in when you work, the role is shift based, and therefore is subject to a fixed shift pattern. In addition, across Nationwide we operate hybrid working, however there is an expectation that in this role being physically present within the command centre is key to our success.

About you

As a minimum requirement you’ll:

• have extensive experience of Leading Major Incident Response - Taking command of major incidents, coordinating cross-functional teams to restore services swiftly and effectively.
• be highly effective at Stakeholder Communication - Acting as the primary point of contact for executive leadership during major incidents, providing clear and timely updates.
• have experience of Team Leadership - leading a multi-disciplined team (employees, 3rd Party Suppliers and Strategic Partners) based in locations both locally and remotely.
• have familiarity using IT Service Management tools –ServiceNow experience would be beneficial.
• have a proactive, analytical mindset with a passion for operational excellence
• have strong functional and organisational knowledge in financial services would be an advantage.

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 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:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 30 days holiday, pro rata
• Individual healthcare cover

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.

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.