IT Service Design Manager Lead and promote the IT Service Design function Drive continual service improvement across the IT division Hybrid role with up to 80% homeworking and 20% in Stratford-upon-Avon About the roleAn excellent opportunity has arisen within our large, and highly skilled IT division as IT Service Design Manager on a permanent basis. As the IT Service Design Manager at NFU Mutual, you will lead and promote the IT Service Design function by developing and implementing a clear strategy to ensure new and changed IT services are designed in line with industry best practices. You will collaborate with practice managers to adopt and adapt IT practices that meet both IT and business objectives and expectations. Your role will involve overseeing, evaluating, and authorising the creation of Service Design Packages for each new or changed IT service, ensuring alignment with industry good practices, IT service management frameworks, policies, processes, standards, and risk appetite. You’ll create, review, attest, communicate, and enforce robust IT Service Design policies, principles, and processes that are understood by internal and external stakeholders. Your leadership will ensure IT Service Design activities adhere to industry best practices, effectively interface with other IT Service Management practices, and provide quality and consistency of service. You will plan, prioritise, and manage the engagement of a team of both technical and service-focused design consultants to guide and influence key internal and external stakeholders, ensuring a smooth transition into Service Introduction and a positive customer experience. Additionally, you’ll engage and forge influential working partnerships with IT Architecture, Vendor, Security, Demand Management functions, as well as IT Service practice owners and IT 3rd parties to promote excellent IT service to our customers in support of their business objectives. You will also lead the creation and manage the ongoing maintenance of the IT Service Catalogue, supporting the definition of services and service offers across application, infrastructure, and business-facing services. This is also a people management role where you will manage a small team of Service Design Leads, you’ll manage and coach your direct reports so that they know what is expected, are able to maximise their contribution to business objectives, and realise their potential. About youAs the IT Service Design Manager, you possess a diverse and robust skill set to effectively bridge technical solutions with business needs. Strong stakeholder management is essential, as the role requires building and maintaining relationships with internal and external partners to ensure alignment of service design initiatives. Problem-solving and critical thinking are key to analysing complex service delivery challenges and crafting innovative, sustainable solutions. Expertise in change management enables smooth transitions when implementing new services or processes, minimising disruption and resistance. A strong customer focus ensures that services are designed with user experience and satisfaction in mind. Leadership is crucial to support managing a team and guiding cross-functional teams and inspiring collaboration toward shared goals. Additionally, effective communication skills are vital for clearly conveying ideas, expectations, and updates to diverse audiences, while negotiation skills support balancing competing priorities and securing necessary resources or agreements. Technical skills required: Strong working knowledge and experience in IT Service Management. Experience in compiling, creating and maintaining a Service Catalogue. Experience in operating within a Service Integration and Management framework. Experience in Service Architecture. ITIL v.4 Foundation. Demonstrable line management experience. 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 – £65,000 - £75,000 per annum (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. Working at NFU MutualWe’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We were also named in the LinkedIn Top 25 Companies List 2021, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025. 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. 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 are successful now and in the future.