Service Manager

As a Service Manager you will provide leadership and oversight of the IT run framework, including incident, problem, change and knowledge management, monitoring performance metrics and driving continuous improvement to minimise disruption of IT change and improve overall service quality.

This exciting opportunity will allow you to oversee the delivery of IT services to ensure they meet business needs and quality standards, within Data & Functions Technology Delivery. This pivotal role sits within the IT Service Management & Application Support team, who have oversight of the IT run services for a broad range of business areas including Fraud, Risk, HR, Marketing, Finance, Treasury and Data & Analytics.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at our Swindon office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

The Service Manager will be the lynchpin between business areas and IT, ensuring service levels are achieved. This includes negotiating challenging live services, translating technical information into business language, escalating and communicating incidents, supporting project implementations to deliver great outcomes and using data to spot trends, create reports and drive service improvement plans.

About you

As a minimum requirement you will:

• Have proven success in enterprise-class IT environments, ensuring services are performing within agreed service levels
• Hands-on experience with IT run processes (Incident, Problem, Change and Knowledge Management) and the ITIL framework
• Be an excellent communicator, with stakeholder management skills, especially at senior levels
• A keen eye for detail in analysing performance metrics to spot trends and opportunities for service enhancements
• Strong risk awareness with the ability to balance mitigations against business impact
• A collaborative mindset, eager to share knowledge and drive continuous improvement

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• From January 2026, all Nationwide colleagues will benefit from private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.  

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.  

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We’d also like to see a portfolio of some of your work.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. If it’s already been defined please provide an overview of the assessment process and a timeline of when assessments will be.