The overarching ambition for the Chief Operating Office (COO) remains – leverage the power of technology to deliver superb products and services for our customers.

An exciting opportunity has arisen for an experienced Technical Service Manager to manage some of IT Infrastructure & Service Delivery’s most important technology suppliers. This is a key role in aligning technology initiatives with our overall business strategy alongside tight and management of our cost envelope.

You’ll build deep relationships with our suppliers, getting to know the people and the organisations and you’ll make sure they know us. You’ll be highly effective in engaging the Supplier at pace in both every day and crisis situations.

We are happy to consider flexible working approaches to help you perform at your best.
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 role, you will be part of our supplier management team within IT Infrastructure & Service Delivery, meeting with and supporting suppliers across your assigned region. As such, you can be based anywhere in the UK provided you are able to travel regularly to meet clients within your region.

Additionally, there will be a need to regularly connect with colleagues through collaboration events at one of our office locations. These are currently expected to take place quarterly in Glasgow, although locations may vary. If your application is successful, your hiring manager will share further details on how this will work in practice. 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

As a Technical Service Manager, you’ll be responsible for ensuring effective third-party management of the technical and commercial interaction between NBS and the technology suppliers. You’ll have a comprehensive technical understanding of the suppliers’ products and service offerings as well as support, contracts, licensing, consumption, billing and third-party risk management.

You’ll be working with a diverse group of highly specialised experts in Technology Teams, Procurement, Legal, Incident Management, Disaster Recovery and Senior Management – you’ll need to influence them all to be successful.

A key part of this role will be managing contract performance and service delivery, including oversight of upcoming renewals across the portfolio of technical suppliers and their products and services as well as working with Finance and Procurement to manage supplier cost in line with agreed budgets ensuring good value for our investment. Also to deliver cost efficiencies through adequately forecasting future expenditure based on third party requirements and utility as identified within the technology roadmaps.

You will Chair and provide management of governance meetings aligned to our internal Third-Party policies and frameworks. Participation and input will also be required for wider stakeholder engagement both internally and externally to the organisation.

Ensuring effective risk management practices through risk identification, assessment and operation of key controls as well as third party oversight activities for assurance over risk management practices and controls operated by suppliers on behalf of NBS.

About you

As a minimum requirement, you’ll have:

• Knowledge of technology suppliers related to critical services including databases, application servers, mainframes or cloud services
• Comprehensive understanding of supplier software support lifecycles and technology currency management
• Demonstrable experience in speaking with the experts and knowledge of emerging technologies
• Excellent experience of end-to-end contract and in life supplier management lifecycles
• Excellent experience in cost management related to third party services and products
• Third party risk management knowledge and experience
• Collaboration and networking skills and ability to establish links between suppliers and key business areas as well as the ability to develop relationships with new and existing suppliers

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

• Access to 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 Bex Collins, and the main recruitment contact is Ashley Dodds.