Service Optimisation Lead — IT & Payments

Nationwide Building Society; Swindon; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Private medical insurance

A highly competitive pension

Annual performance-related bonus

Training and development

Wellbeing support

Volunteer days

Job summary

Nationwide Building Society seeks a senior Service Optimisation leader to establish a new capability for Customer Technology & Payments. You will shape governance, prioritise the improvement portfolio and turn operational insights into measurable enhancements across CIO, engineering, and service teams.

You will drive a proactive approach to resilience and service quality, working with strategic partners and stakeholders to realise clear benefits and better customer outcomes.

Qualifications

• Significant experience leading large-scale technology service transformation within a complex, regulated environment.
• Proven experience in retail banking, payments, financial services or similar regulated tech landscape.
• Strong practical knowledge of ITIL service management practices (incident, problem, change, knowledge, SLAs).
• Evidence of leading through influence across matrix teams with cross-functional accountability.
• Proven ability to influence technology executives, service leaders and third-party partners to drive priorities.
• Experience building or governing a service improvement portfolio with prioritisation, dependencies, delivery tracking and benefit realisation.
• Strong analytical and commercial judgement to translate data and insights into actions.

Responsibilities

• Lead the creation of a new Service Optimisation capability for Customer Technology & Payments, building governance, rhythm and portfolio approach to turn operational insight into measurable improvements.
• Work across CIO teams, service management, engineering, service reliability, infrastructure and strategic partners to identify performance drivers, set priorities and track delivery against outcomes.
• Shape improvement priorities, challenge the quality of insight, align multiple teams around shared service outcomes and provide clear leadership reporting on progress, blockers and benefits.
• Embed a proactive, preventative approach to service management focused on resilience, stability, service quality and reducing avoidable operational noise.

Job description

Nationwide Building Society seeks a senior Service Optimisation leader to establish a new capability for Customer Technology & Payments. You will shape governance, prioritise the improvement portfolio and turn operational insights into measurable enhancements across CIO, engineering, and service teams.

You will drive a proactive approach to resilience and service quality, working with strategic partners and stakeholders to realise clear benefits and better customer outcomes.