IT Service Operations Manager
- £48,000 - £65,000 salary
- Up to 80% remote working
- Opportunity to have a lead role in our IT Service Operations function
About the role
We have an exciting opportunity for an IT Service Operations Manager to join the Service Delivery team. Leading the IT Service Operations function, you will develop and implement a clear operational strategy, ensuring continual service improvements are delivered that contribute towards the design and delivery of our IT Service Management Strategy.
Remaining customer focused, you will define and negotiate IT Service Operations service levels and objectives and oversee and evaluate departmental performance. You’ll ensure high standards are maintained, risks mitigated and that customer outcomes are met.
Providing effective leadership to the Service Delivery team is also a significant part of the role. You will lead, manage, coach, motivate and develop your direct reports so that they know what is expected, are able to maximise their contribution to business objectives and realise their potential. You will demonstrate a proactive approach, helping to upskill the service desk team, driving service levels.
Working with a variety of service providers, you will manage, review, and develop supplier performance, ensuring they meet the requirements of contracts and SLAs and deliver optimal control of service operation performance and excellent customer service.
You will also act as senior escalation point and decision maker for IT Service operational issues raised by either internal or external stakeholders, ensuring these are resolved in line with Service Level Agreements and that IT services allow successful business operation, minimising organisation risk.
About you
To be successful in this role, you will have significant demonstrable experience of leading and managing Service Operations functions. You will have experience of operational management in a customer and third party focused, productivity targeted environment. You will have strong leadership skills with demonstrable experience of line management.
The ITIL qualification and experience within a financial services environment are also desirable.
Benefits and Rewards
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
- Salary – £48,000 - £65,000
- Annual bonus (up to 25% of salary)
- Contributory pension scheme, up to 20%, including your 8% contribution
- 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme
- A Family Friendly policy that helps you balance your work and family responsibilities
- Private medical insurance + options to add family members
- Access to savings at High Street brands, travel and supermarkets
- £20 contribution to a monthly gym membership – subject to T&Cs
- Health and wellbeing plan - cashback for dentist, opticians, physio and more
- Employee Volunteering - volunteer in the community for one day each year
- Unlimited access to Refer a Friend £500 bonus scheme
- Life Assurance cover of 4 x salary
- Employee discounts of 15% on a range of NFU Mutual insurance policies.
Working at NFU Mutual
We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being “a great place to work” and are one of only 39 companies across the globe, and the only organisation with headquarters in the UK, to receive a Gallup Exceptional Workplace 2022 award. We were also named in the LinkedIn Top 25 Companies List 2021.
We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.
IT Service Operations Manager employer: NFU Mutual
NFU Mutual is an excellent employer that values collaboration and innovation, offering a hybrid work model that allows for 80% homeworking. With a strong focus on employee development and a supportive work culture, team members are encouraged to grow their skills in data analysis and coding while making a real impact on customer outcomes. The Stratford-upon-Avon office provides a vibrant environment where employees can connect with colleagues across various departments, enhancing both professional and personal growth.
