IT Service Manager

Job Description

IT Service Manager

• Ensure IT services consistently deliver value, stability and great customer outcomes


• Drive service performance, governance and continual improvement in a complex environment


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

About the role

As an IT Service Manager, you’ll lead, implement and govern the Service Management framework, providing assurance across internal delivery teams and external suppliers through effective governance in a complex, multi supplier environment. You’ll ensure services are delivered in line with contractual commitments, proactively monitoring performance to drive positive customer outcomes and providing clear, actionable insight to Service Owners.

You’ll be accountable for the end to end delivery of IT services provided by internal teams and strategic suppliers, ensuring agreed service levels are met while maximising value and cost effectiveness to support business objectives. This includes enforcing service and contract governance, managing escalations, validating controls and mitigating risk to meet business, audit and regulatory expectations.

You’ll lead service ownership and performance management using meaningful management information to enable proactive decision making and continuous service improvement. Working closely with stakeholders across IT and supplier partners, you’ll foster strong collaboration to support the consistent delivery and ongoing improvement of services, aligned to Group IT objectives and core IT Service Management practices such as Change, Incident and Problem Management.

You’ll also define and embed robust IT Service Management policies and processes, ensuring they are understood and consistently applied across internal and external teams in line with industry and organisational best practice. Alongside this, you’ll provide expert guidance on supplier governance, support service transitions to ensure new services are designed with customer and service excellence at their core.

About you

You’re a confident and credible service professional with strong stakeholder management skills, able to build trusted relationships and influence outcomes across internal teams and external suppliers. You bring an analytical mindset, using insight and data to understand service performance, identify risks and drive improvement. You’re comfortable challenging constructively, influencing at pace, and taking clear accountability for service outcomes, ensuring commitments are met and customer expectations are consistently delivered.

You also bring:

• Significant demonstrable experience of IT Service Management,


• Strong background in delivering Continual Service Improvements within a complex multi-vendor environment,


• Significant successful experience of managing suppliers & product teams to deliver value to our customers and manage day to day service health,


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


• Financial Service experience desirable.


• 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 up to £60,000 (depending on experience)


• Annual bonus (up to 17.5% of salary)


• Contributory pension scheme, up to 20%, including your 8% contribution


• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme


• A Family Friendly policy that helps you balance your work and family responsibilities


• 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


• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance


• 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.