IT Service Delivery Lead

We have an opportunity for an IT Service Delivery Lead (12 month Fixed Term Contract) to join the IT Service Assurance Team within Group IT Service Delivery, with a focus on delivery of our Network and Telephony IT Service Providers. Group IT Service Delivery provides IT support for hardware, infrastructure, network and software platforms across the group. The department supports over 7,000 users and is the primary interface for all IT support.

The successful candidate will lead, manage and govern the delivery of IT Services including the management of third party supplier relationships, in line with contractual obligations, with a focus on driving operational excellence for improved business and customer outcomes.

In this role you'll:

Manage and govern the delivery of all service components provided by internal and external service providers to ensure that our IT services meet agreed SLAs and maximise the value and cost effectiveness of the service, in order to meet business objectives.

Facilitate and maintain strong relationships with internal and external stakeholders to ensure effective cross party collaboration to drive the successful delivery and continuous improvement of our IT services in line with Group IT objectives.

Establish and lead appropriate governance meetings to identify opportunities for improvement, challenge existing practices and own and drive activities which enhance the effectiveness of our IT Services in meeting our customers’ needs.

Deputise for Service Delivery Manager at IT Service Management meetings and forums with internal and external parties to ensure continuity of governance and services. Actively engage with the business to ensure our IT Services add value and meet their expectations and current and future needs in order to create a mechanism for safeguarding customer’s expectations.

Deputise for Service Delivery Manager at IT Service Management meetings and forums with internal and external parties to ensure continuity of governance and services.

Actively engage with the business to ensure our IT Services add value and meet their expectations and current and future needs in order to create a mechanism for safeguarding customer’s expectations.

Proactively assess the IT Services delivered to our customers through business relationships, investigating, identifying, recording and managing the resolution of any issues.

Lead, manage and develop direct reports so that they know what is expected, are able to maximise their contribution to business objectives and realise their potential.

Deliver short term / one-off projects and activities as required by and to the standards and outcomes agreed with Line Manager.

To be successful in this role you'll need:

Significant demonstrable experience of driving performance in an IT Service environment

Experience in a Financial Services environment

Good Stakeholder Management skills with the ability to influence across levels

Significant experience in an IT Service Delivery environment

5 GCSEs at grade C or above including Maths and English.

Relevant professional or technical training or qualification:

Information Technology Infrastructure Library (ITIL) Foundation (essential)

Information Technology Infrastructure Library (ITIL) Service Operations (desirable)

A competitive salary

Annual bonus (up to 17.5%)

Contributory pension scheme (maximum of 12% company contribution)

25 days holiday plus bank holidays (additional holiday purchase scheme)

Employee discounts

Gym subsidy

Health and wellbeing plan

Discounted Insurance on all NFU Mutual Policies

One of the UK’s leading general insurance and financial services companies, NFU Mutual has been meeting our customers’ needs for over 100 years. As an employee you are very important to us. We empower and inspire you to perform, offer opportunities to grow and we recognise and reward you for your contribution.

At NFU Mutual we look for people like you, who have customers at the heart of what you do. You recognise that your customers’ financial lives can only benefit by having a financial plan in place that reflects their circumstances both now and in the future.