Service Performance Manager

Customer Technology & Payments is establishing a dedicated Service Optimisation capability to strengthen service resilience, stability and performance across a complex technology landscape.

As the Service Performance Manager, you will play a key role in turning service performance insight into measurable improvement outcomes. You will operate at the centre of the service improvement agenda, helping to coordinate improvement activity across CIO teams, service management, engineering, infrastructure, service reliability and strategic partners.

Working closely with senior stakeholders, you will maintain the service improvement portfolio, track delivery progress, manage dependencies, and provide the performance insight required to support effective decision making. You will help ensure that improvement activity is prioritised, governed and translated into sustained operational outcomes.

This is an opportunity to help establish a new and enduring service optimisation capability, supporting a more proactive, preventative and insight-led approach to service management across Customer Technology & Payments.

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.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
 
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

You'll work across Customer Technology & Payments to provide the governance, coordination and service performance insight needed to support continuous service improvement. You'll maintain oversight of improvement initiatives, track actions and benefits, identify risks and dependencies, and help ensure delivery teams remain focused on agreed outcomes.

A typical day will involve analysing service performance data, identifying trends and opportunities for improvement, preparing leadership insight, coordinating working groups, and supporting stakeholders across multiple technology domains to drive progress against the service improvement portfolio.

You'll play an important role in creating consistency across service management practices, helping teams move from reactive issue management towards a more proactive and preventative approach to service optimisation.

About you

To be successful in this role, you'll need to demonstrate:

• Proven experience in service performance management, service improvement, operational governance, service reporting, PMO, or technology delivery within a large and complex technology environment
• Strong experience analysing operational and service performance data, with the ability to identify trends, translate insight into actions, and track measurable outcomes
• Practical experience of Information Technology Infrastructure Library (ITIL) service management disciplines, particularly incident, problem, change, service level management and continual improvement
• Experience coordinating delivery across multiple teams and stakeholders, managing actions, dependencies, risks and competing priorities within a matrix environment
• Strong stakeholder management and influencing skills, with the ability to work effectively with engineering teams, service management teams, technology leaders and third-party partners
• Experience producing executive-quality reporting and performance insight, supporting governance forums, decision making and benefit tracking
• Strong planning, organisation and prioritisation skills, with the ability to manage multiple initiatives simultaneously and maintain focus on delivery outcomes

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

• 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

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

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 respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

The hiring manager for this role is Vijay Anand Sundararajan, and the main recruitment contact is Nathan Richens,