The Service Introduction team performs a critical role within IT Infrastructure and Service Delivery, ensuring that new IT services and significant changes to existing services are introduced into the production environment in a controlled, resilient, and member-focused manner. The team also ensures that services are fully aligned to the operational needs of IT teams responsible for their ongoing support and management post-delivery.
Working in close collaboration with Change teams across Nationwide and business as usual IT Teams, the team supports the safe, sustainable delivery of change innovation, maintaining service integrity while supporting continuous improvement.
Nationwide is passionate about providing great experiences for our members. While delivering at pace is essential, safeguarding our IT environments remains fundamental. Our robust governance and control framework enables us to support change while maintaining stability.
We are happy to consider flexible working approaches to help you perform at your best.
This is a 12-month secondment opportunity which offers a fantastic opportunity to broaden your experience and work with a diverse portfolio of new and evolving technologies that underpin improvements to our member experience.
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at our Swindon office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
Responsibilities
What you’ll be doing
As a Service Introduction Manager (Core), you will collaborate with a range of technical and delivery stakeholders, providing clear direction, constructive challenge, and trusted expertise. You will support teams in navigating Service Introduction requirements, ensuring that changes are thoroughly prepared, well understood, and fully ready to operate within the live environment as part of the Acceptance into Service (AIS) process.
The AIS process is designed to ensure that delivery teams meet required technology controls, that appropriate IT support arrangements are in place for go-live, and that sufficient assurance is achieved to confirm changes are implemented without adverse impact to members or colleagues.
You’ll be part of a team that values clarity, collaboration, and continuous improvement. Our controls are clearly defined and consistently applied, creating healthy tension between Change and IT that drives the right outcomes — for our teams and, most importantly, for our members.
You won’t be doing this alone. You will be part of an experienced and supportive team of Core and Lead Service Introduction Managers who are generous with their knowledge and committed to helping one another develop and succeed. The team benefits from well-established processes and clear working instructions, providing a solid foundation for managing our toolsets that underpin our processes and enabling consistent, high-quality delivery.
About you
As a minimum requirement, you’ll have/be:
A proactive self-starter with a positive mindset and a drive to build expertise in Service Introduction and IT delivery
A confident communicator, able to translate technical concepts into clear, business-focused messaging for a range of delivery, support, and IT stakeholder audiences
Highly organised with attention to detail, able to document key service acceptance information and proactively drive actions to resolution or agreed outcomes
Resilient and adaptable, able to manage challenge, navigate change, and influence outcomes across technical and delivery stakeholder groups
Stakeholder management skills, with the ability to coordinate and align diverse, multi-disciplinary teams, including delivery, IT support, and external stakeholders where required
A collaborative team player with a willingness to learn, take ownership, and progressively develop the capability to lead Service Introduction activities across multiple projects and initiative
An awareness of ITIL disciplines
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 language 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.
Qualifications
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
25 days holiday, pro rata
Access to private medical insurance
A highly competitive pension to help you build a strong foundation for retirement
Access to an annual performance-related bonus
Training and development to help you progress your career
A great selection of additional benefits through our salary sacrifice scheme
Life assurance to provide peace of mind for you and your loved ones in the event of your death
Wellhub – access to a range of free and paid options for health and wellness
Up to 2 days of paid volunteering a year
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.
The hiring manager for this role is Dean Jervis, and the main recruitment contact is Ashley Dodds.
Contact Details:
Nationwide Building Society Recruitment Team
