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Head of IT Shared Services
1 year ago
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Reporting into the IT Director, this role is critical in ensuring our IT services meet and exceed our service level agreements, whilst maintaining a strong focus on transparency, accountability, and customer satisfaction.
- Deliver a first-class IT support service to UK-wide colleagues
- Drive internal and third-party teams to identify problems, provide tailored solutions and promote improvement
- Develop a culture where providing great customer service is a given
- Forge and maintain relationships with key stakeholders across the business
- As Head of IT Shared Services at NFU Mutual, you’ll drive our internal team and external third-party suppliers to deliver great customer service and embed a culture that thrives on customer satisfaction, innovation, and continuous improvement.
- In this senior leadership role, you’ll 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, you’ll monitor daily IT issues and performance, drive excellent service provision from third-party suppliers, and make improvements based on customer feedback to meet the needs of the business.
- To continually promote our customer-focused IT strategy and services, you’ll build and maintain effective relationships with programme and project boards, NFU Mutual functions, and strategic partners across the business. You’ll also 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.
An experienced senior leader with a strong customer focus, you can confidently lead and drive an existing IT service strategy with precision and collaboration. Comfortable to step into a newly created role, you’re a visionary leader with IT Delivery Best Practice experience and IT Service Integration Management skills. With experience of managing multiple third-party providers and a track record of success, you instinctively put customers first, even in a fast-paced environment.
To join our team, you must also be able to demonstrate the following:
- 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 20000).