IT Service Design LeadLead and shape IT Service Design across new and changed services, ensuring operational readiness, consistency and smooth transition into live serviceAct as a trusted advisor to change programmes, representing Service Delivery, influencing stakeholders and embedding BAU considerations throughout the project lifecycleHybrid role with 80% homeworking and 20% in Stratford-upon-AvonAbout the roleAs IT Service Design Lead, you’ll act as a trusted subject matter expert to change programmes, ensuring consistent, effective IT Service Design across all new and changed services. You’ll play a critical role in enabling smooth transitions into live service, embedding business as usual considerations throughout the entire project lifecycle and protecting the customer experience.You’ll evaluate and interpret project requirements to produce robust Service Design Packages, giving stakeholders a clear understanding of what will be delivered as services move into operation. Representing Service Delivery within projects, you’ll provide expert guidance on operational service processes, influencing stakeholders to adopt standard models wherever possible and maximising efficiency once services transition to BAU.Where standard processes are not appropriate, you’ll apply your service and technical expertise to design new, fit for purpose IT processes that meet business and operational needs, minimise risk and contribute to a re usable catalogue of service offerings. You’ll also review the effectiveness of previous service design decisions, driving continuous improvement to increase consistency, quality and speed of delivery.Building strong, influential relationships with internal and external stakeholders and IT service process owners will be key, enabling Service Design to add real value to change programmes. You’ll proactively engage with projects at the earliest stages, championing Service Design as a facilitator of change and ensuring BAU requirements and dependencies are fully considered from planning through to delivery. In addition, you’ll deliver short term and one off initiatives as required, in line with agreed standards and outcomes.About youYou’re a confident and credible professional with a strong track record of managing and influencing stakeholders at all levels, building trust and momentum across complex change environments. You communicate clearly and effectively, translating complex concepts into messages that land with both technical and non technical audiences. Comfortable challenging thinking in a constructive way, you bring thoughtful insight and professional curiosity to drive better outcomes. With a strategic mindset, you’re able to look beyond immediate delivery to plan for sustainable, long term service success, balancing organisational objectives with customer and operational needs.You also bring:Proven experience of IT Service ManagementAbility 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.Good understanding and knowledge of SaaS and similar cloud technologies,Experience working with multiple suppliers and vendors,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 RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: Salary - £55,000 - £65,000 (depending on experience) Annual bonus (up to 17.5% of salary) Contributory pension scheme, up to 20%, including your 8% contribution25 days annual leave + bank holidays + buy/sell/save holiday trading schemeA Family Friendly policy that helps you balance your work and family responsibilitiesAccess to savings at High Street brands, travel and supermarkets£20 contribution to a monthly gym membership – subject to T&CsHealth and wellbeing plan - cashback for dentist, opticians, physio and moreAccess to voluntary benefits, including health assessments, private medical insurance and dental insuranceEmployee Volunteering - volunteer in the community for one day each yearUnlimited access to Refer a Friend £500 bonus schemeLife Assurance cover of 4 x salaryEmployee discounts of 15% on a range of NFU Mutual insurance policies. Salary sacrifice employee car scheme - subject to eligibilityWorking at NFU MutualWe’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.
