IT Senior Service Manager

Job Description

IT Senior Service Manager

• Lead and govern the end-to-end IT Service Management function, ensuring all internally and externally delivered services meet business needs, contractual commitments, and strategic objectives.


• Shape, consult on, and oversee services from design and transition through to operation and continual improvement, embedding best practice and driving consistent service quality.


• Hybrid role with 80% homeworking and 20% in Stratford-upon-Avon

About the role

As a Senior Service Manager, you will oversee the IT Service Management function, ensuring effective management of all IT services throughout their lifecycle. You will play a key role in shaping and reviewing IT Service Terms and Conditions, service definitions, and contractual commitments. Collaborating with strategic suppliers and internal stakeholders, you will identify and implement improvements that support corporate strategy, policies, and regulatory obligations. You will be accountable for the successful delivery of services, ensuring effective project engagement, clear service introduction, and well-defined team responsibilities, while providing senior stakeholders with clear, insightful reports.

A core part of this role involves defining, implementing, and overseeing governance for supplier contracts and internally delivered services. You will provide effective escalation, control, and risk mitigation to ensure compliance with audit, regulatory, and business expectations.

You will lead the performance strategy for both internal teams and external suppliers, using meaningful MI and reporting to ensure all parties meet SLA commitments and contribute to continuous service improvement. Building strong relationships with suppliers, internal service teams, and business stakeholders will be essential to maximise value from contracts, strengthen integrated processes, and drive aligned outcomes.

As well as this, you will champion robust IT Service Management principles and processes, ensuring they are clearly understood and consistently applied. You will guide and promote adherence to ITIL best practices across design, transition, operation, and continual improvement.

In addition to this, you will provide expert consultancy on IT service and supplier management, driving unified best practice. You'll lead and develop your team, setting clear expectations and fostering accountability. Additionally, you'll deliver ad hoc projects to meet defined standards.

About you

You are a confident and capable professional with strong written and verbal communication, as well as stakeholder management skills and the ability to influence at all levels. Analytical and solutions focused, you use data and insight to guide decisions and shape meaningful improvements. You take accountability for outcomes, consistently delivering high quality results and driving performance across teams and suppliers. With a strategic mindset, you plan effectively for both short term priorities and long term objectives, ensuring alignment with organisational goals and the wider IT Service Management vision.

You also bring:

• Proven experience managing teams, with strong coaching and mentoring skills to translate IT strategy into clear, SMART objectives.


• Ability to foster a service centric culture, leading by example to create a high performing and collaborative team environment.


• Strong senior level stakeholder management and relationship building capabilities, with the confidence to influence key decisions.


• Extensive experience in IT Service Management, with a solid understanding of best practice frameworks.


• Demonstrated track record of delivering continual service improvements within complex, multi vendor environments.


• High proficiency in assessing, evolving, and enhancing reporting and MI to drive insight, governance, and continuous improvement.


• Financial Service experience essential.


• ITIL v4 Foundation certification essential.

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary – £65,000 - £75,000 (Depending on experience)


• 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.


• Salary sacrifice employee car scheme - subject to eligibility

Working at NFU Mutual

We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.

Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.

Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.

We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future.