Head of ICT Services

1 month ago

StratforduponAvon, Warwickshire, United Kingdom NFU Mutual (Agency) Full time
About the Role

We are seeking an experienced Senior IT Leadership professional to join our team as Head of ICT Services. As a key member of our IT Division, you will play a critical role in delivering high-quality IT services that support our business operations and drive customer satisfaction.

As Head of ICT Services, you will be responsible for leading our internal team and external third-party suppliers to deliver exceptional customer service and embed a culture that thrives on customer satisfaction, innovation, and continuous improvement.

You will be the strategic partner between our IT Division, external suppliers, and senior stakeholders across the organisation, leading the delivery of our IT shared services strategy and roadmap across all NFU Mutual Divisions and the NFU Mutual Agency Network.

Key Responsibilities
  • Lead the delivery of our IT shared services strategy and roadmap
  • Monitor daily IT issues and performance
  • Drive excellent service provision from third-party suppliers
  • Make improvements based on customer feedback to meet the needs of the business
  • Build and maintain effective relationships with programme and project boards, NFU Mutual functions, and strategic partners across the business
  • Provide expert advice, insights, and leadership to the Board and Executive Committee on IT Service Management trends, best practices, and opportunities for continuous improvement and innovation
Requirements
  • Exceptional leadership and coaching abilities, with a track record of developing high-performing IT teams
  • Significant prior experience in a highly visible, customer-focused, strategic partnering role, delivering results at pace
  • Strong communication and interpersonal skills, with experience of engaging senior management and stakeholders
  • Analytical and problem-solving expertise, with a proactive approach to identifying and resolving service delivery issues efficiently and against service level agreements
  • Experience of utilising ongoing customer feedback to continually improve service delivery
  • Experience of driving change and influencing direction within a senior leadership role
  • Management of boards and committees at an executive level
  • Strategy development and implementation experience
  • Proven experience in leading service delivery across multiple business units and vendor management of third-party suppliers
  • In-depth understanding of Service Integration Management, Service Management, and Governance Frameworks
  • Strong knowledge of IT service portfolio management, including infrastructure, systems, applications, and security
  • Up-to-date knowledge of the latest IT service management trends and practices
  • Certification in IT service management (e.g., ITIL v3, COBIT, ISO/IEC)
About NFU Mutual

We are a leading general insurance and financial services company, proud to be known for our great customer service. 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.

We are committed to being 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.

What We Offer
  • Salary - Up to £150,000 Basic
  • Annual bonus (up to 40% of salary)
  • Car allowance of £9,500
  • This role is based in Stratford-upon-Avon, with some homeworking and an expectation of regular travel to other sites
  • Contributory pension scheme, up to 20%, including your 8% contribution
  • Life Assurance cover of 4 x salary
  • Employee discounts of 15% on a range of NFU Mutual insurance policies
  • 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme
  • Private medical insurance family cover
  • Health screening
  • 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
  • Employee Volunteering - volunteer in the community for one day each year
  • Unlimited access to Refer a Friend £500 bonus scheme

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