Job Description

Join Nationwide's senior technology leadership team and drive excellence in IT service delivery for the UK's largest building society.

Reports to the Director of Customer Technology & Payments Full time, permanent contract Closing date Monday 11th August
We are looking to appoint a proven senior executive to lead the overall IT Service Management capability for in-scope IT services and products. This pivotal role ensures that services are robust, efficient, and effective, and delivered in alignment with Nationwide's service quality and control standards. Operating within the broader IT control framework, you will be responsible for driving excellence in service delivery, governance, and operational resilience across Nationwide's technology landscape.


Reporting directly to the Director of Customer Technology & Payments, the role is strategically aligned to the Customer Technology sub-function, representing the service delivery and management perspective across a wide portfolio of IT services and products. You will work in close partnership with senior stakeholders including CIOs, the Director of IT Infrastructure & Service Delivery, and leaders across the Chief Operating Office and Business functions, ensuring service excellence is embedded at every level.


You will be expected to motivate and matrix lead cross-functional teams, building a culture of engagement, professionalism, and shared purpose. Your leadership will ensure that every team member understands their role in delivering successful IT service outcomes. In addition, you will maintain strong relationships with technology suppliers, external experts, and industry leaders, helping to raise standards, simplify operations, and drive Nationwide's IT service delivery to a leading industry benchmark.


As a key member of Nationwide's Service Management Community of Practice, you will collaborate with senior leaders across the Chief Operating Office to optimise service management standards and practices. You will also engage with external industry organisations, contributing to and influencing strategic thinking in the wider IT service management landscape.

What you'll be doing

In this new role within Customer Technology, you will lead and shape the IT service management agenda. You will be responsible for agreeing Customer Technology Service Level Requirements, defining Service Level Agreements, and coordinating regular reviews of service quality in line with Nationwide's Service Level Management framework.


Working closely with the Heads of IT Service Management, you will ensure they (and the respective CIOs) deliver IT services in alignment with central functions and within the guardrails of IT operations policies and control standards. You will provide consistent service management and reporting across Customer Technology, ensuring that operational requirements, incidents, and service improvement opportunities are assessed, prioritised, and addressed in a consistent and effective manner.


As the senior escalation point for service delivery and management (including Major Incident Management) you will also lead the IT service improvement agenda, participating in post-incident reviews and ensuring follow-up actions are clearly owned, prioritised, and delivered. Additionally, you will maintain end-to-end oversight of the quality and risk profile of Customer Technology's in-scope IT change portfolio, in accordance with IT Change Control and Service Introduction standards. A key part of your responsibilities will be to understand, manage, and drive efficiency across the end-to-end IT service delivery costs within Customer Technology.

About you

As a senior leader, you will be responsible for leading and nurturing high-performing operational teams, comprising both internal colleagues and third-party service partners. With several years of experience in IT/Change leadership roles, you will bring a proven ability to inspire, develop, and align diverse teams around a shared vision, ensuring delivery excellence in a fast-paced and evolving environment.


You will possess strong stakeholder and relationship management skills, with a track record of influencing and collaborating across all levels of a large, complex organisation. Your authentic leadership style will enable you to build trust and foster alignment across business and technology functions.


A mature understanding of IT systems, applications, infrastructure, security, and emerging technologies is essential. You will have led large-scale change/integration programmes and complex change initiatives, ensuring that technology solutions are strategically aligned and deliver measurable outcomes. Your deep understanding of complex IT landscapes and how end-to-end IT services deliver business value will be critical to your success.


You will bring comprehensive knowledge of IT Service Management (ITSM) frameworks and tools, supported by qualifications and practical experience in frameworks such as ITIL, COBIT, and ISO 20000. A strong grasp of regulatory requirements and internal risk and control environments will enable you to embed governance and compliance effectively into service delivery.


We are seeking someone with a robust understanding of IT methodologies, including Agile, Waterfall, DevOps, and Site Reliability Engineering. You will be adept at selecting and tailoring delivery approaches to suit the complexity of each programme, ensuring effective planning, execution, and value realisation.


Finally, you will demonstrate a strong awareness of external regulatory environments and internal risk frameworks, particularly within financial services. Your analytical and communication skills will enable you to advise, prioritise, and measure success, while balancing ambition with risk in a highly complex environment.


This role demands a leader with outstanding interpersonal skills and the ability to lead through ambiguity. If you are passionate about delivering meaningful change and have a strong track record in integration leadership, we would be delighted to hear from you.


We're happy to consider flexible working approaches for this role.

Benefits and rewards

We continually review and evaluate our offering to ensure we have a broad range of market competitive benefits available for our colleagues. When you put a lot in, it's only fair to expect a lot out. So, when you help us do the right thing for our customers, we want to reward you.


Additional benefits include:


30 days holiday Opportunity to participate in a Green Car Scheme with access to an electric vehicle (EV) via monthly salary sacrifice payments Competitive pension or cash alternative Family private healthcare cover, plus executive health screening every 2 years, and the opportunity to upgrade your cover to include a partner Life assurance, 8 x notional salary Opportunity to participate in our Annual Performance Pay plan Wellhub - access to a range of free and paid options for health and wellness Access to a 24/7 discounts app - where you can make savings everyday
If that wasn't enough, we offer up to 2 days of paid volunteering a year and you could also tailor your reward package with a great selection of voluntary benefits through our salary sacrifice scheme.

What makes us different

Nationwide holds a unique position in UK financial services. Unlike the banks we are owned by our members, not shareholders. That's anyone who banks, saves, or has a mortgage with us. This means we can always focus on what's best for them. We do not have to pursue profit to pay shareholders dividends.


As champions of the mutual way, we challenge the financial sector status quo. We don't see customers as the engine of our own profit. We work on behalf of them. Always there when they need us. Supporting them and their lives.


When you're inspired by fairer finances, passionate about making a meaningful impact, and truly care about customers, you're one of us. An advocate for positive change.


We're uniquely positioned to challenge the industry and make a meaningful difference in customers' lives, communities, and broader society.

What to do next...

To apply, simply click the 'Apply Now' button. Please ensure you attach your CV and complete a few short application questions


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Benefits:


Additional leave Company car Company pension Employee discount Flexitime Health & wellbeing programme Life insurance Paid volunteer time Private medical insurance
Work Location: In person