Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and improve digital service performance while collaborating across teams.
- Company: NFU Mutual is a top UK insurance provider with over 110 years of customer focus.
- Benefits: Enjoy hybrid working, competitive salary, annual bonuses, and generous holiday allowances.
- Why this job: Be at the forefront of digital transformation in a supportive and inclusive culture.
- Qualifications: Strong analytical skills and experience in digital services and IT operations are essential.
- Other info: Potential for future line management responsibilities and commitment to diversity.
The predicted salary is between 43000 - 67000 £ per year.
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 a Digital IT Service 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 join a strategically important team supporting our customer-facing portal, which includes integration, data, and identity services that underpin our digital platforms.
As Digital IT Service Lead, you’ll identify and prevent recurring incidents by analyzing data and trends, and lead service performance improvements across the digital platform. You’ll act as the main interface between support teams, suppliers, and stakeholders, driving resolution and long-term enhancements. You’ll develop monitoring and alerting capabilities to improve visibility of service health and incident trends. With strong influencing skills, you’ll identify process improvements and collaborate across teams. You’ll champion ITIL best practices and ensure tools like ServiceNow are used effectively. There is also potential for this role to grow into line management responsibilities in the future.
About you
You’ll lead service delivery improvements, working closely with stakeholders to drive change and performance. You’ll need strong analytical skills, credibility, resilience, and a passion for high-quality services and building trusted relationships.
- Essential skills include:
- Understanding of Digital Services
- Experience with service operations in complex IT environments, ideally with microservices or platforms such as CRM, APIs
- Experience analyzing tickets and using data for root cause analysis
- Knowledge of ServiceNow and Dynatrace (or equivalents)
- Understanding of ITIL incident, problem, and service management principles
- Experience leading IT teams and service improvement initiatives
- Desirable:
- Experience in Insurance, investments, pensions sectors
- Data analysis and root cause analysis skills
This is a non-hands-on technical role but requires a working understanding of systems underpinning digital services. Internally, this role is known as IT Team Leader.
At NFU Mutual, we support an inclusive workplace and value all differences. We celebrate diversity and are committed to doing the right thing for our customers and employees. We encourage candidates to discuss any adjustments needed during the recruitment process. We are a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory, welcoming applications from all backgrounds.
Benefits and Rewards
Joining our team 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 holiday + bank holidays + buy/sell scheme
- Family Friendly policies
- Savings discounts, gym contributions, health plans, and more
- Volunteer days, referral bonuses, life assurance, employee discounts
Working at NFU Mutual
We are a leading UK general insurance and financial services provider with over 110 years of customer focus. Recognized as a top employer, we foster a supportive culture that values growth, respect, and community commitment. Our ethos of trust, respect, and personal service guides us as we grow and innovate, aiming for a sustainable and successful future. Join us and be part of our talented team.
Digital IT Service Lead Stratford-upon-Avon employer: NFU Mutual
Contact Detail:
NFU Mutual Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital IT Service Lead Stratford-upon-Avon
✨Tip Number 1
Familiarise yourself with NFU Mutual's digital transformation goals. Understanding their vision will help you align your skills and experiences with what they are looking for in a Digital IT Service Lead.
✨Tip Number 2
Network with current employees or industry professionals who have experience in digital service management. This can provide you with insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service performance in previous roles. Highlighting your analytical skills and experience with tools like ServiceNow will demonstrate your capability to excel in this position.
✨Tip Number 4
Showcase your understanding of ITIL principles and how you've applied them in past roles. Being able to articulate your knowledge of incident and service management will set you apart as a strong candidate for this role.
We think you need these skills to ace Digital IT Service Lead Stratford-upon-Avon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in digital services and service operations. Emphasise your analytical skills and any experience with ITIL principles, ServiceNow, or similar tools.
Craft a Compelling Cover Letter: In your cover letter, express your passion for digital transformation and how your skills align with the role. Mention specific examples of how you've improved service performance in previous roles.
Showcase Your Analytical Skills: Provide examples in your application that demonstrate your ability to analyse data and trends. Highlight any experience you have with root cause analysis and how it has led to service improvements.
Highlight Cross-Functional Collaboration: Discuss your experience working cross-functionally and how you've successfully influenced stakeholders. This is key for the Digital IT Service Lead role, so make sure to include relevant examples.
How to prepare for a job interview at NFU Mutual
✨Understand the Digital Transformation
Make sure you have a solid grasp of NFU Mutual's digital transformation journey. Familiarise yourself with their current digital services and how they plan to evolve. This will show your genuine interest in the role and help you articulate how you can contribute.
✨Demonstrate Analytical Skills
Prepare to discuss your experience with data analysis and root cause analysis. Be ready to provide examples of how you've used these skills to improve service performance in previous roles, especially in complex IT environments.
✨Showcase Your ITIL Knowledge
Since the role involves championing ITIL best practices, brush up on your ITIL principles. Be prepared to discuss how you've applied these in past experiences, particularly in incident and service management.
✨Highlight Cross-Functional Collaboration
This position requires working closely with various teams and stakeholders. Share examples of how you've successfully collaborated across departments to drive service improvements and resolve issues, showcasing your influencing skills.