Retail IT & Incident Manager
10 days ago
Chester
As a Retail Services Incident Manager, you’ll play a pivotal role in keeping our branches and contact centres running smoothly when it matters most. Acting as a trusted leader during incidents and periods of disruption, you’ll work closely with colleagues, stakeholders and technology teams to coordinate effective responses to both IT and operational challenges, minimising impact on customers and colleagues alike. You’ll combine strategic thinking with hands‑on problem solving, developing business continuity plans, playbooks and resilience strategies that help our teams prepare for change and navigate uncertainty with confidence. As a recognised expert in Retail Services processes and systems, you’ll provide valuable insight and consultancy to change programmes, ensuring risks are understood, impacts are managed and improvements are delivered in a way that protects the colleague and customer experience. This is a varied and rewarding role for someone who enjoys building relationships, influencing outcomes and making a tangible difference across the business. This is a 12 month secondment opportunity. 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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works. 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. Uncompromisingly Customer, whatever our role There are all sorts of employee benefits available at Nationwide, including: • 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 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. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy . If you want to find out more about using AI in our recruitment process, please read more here . We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support . Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam. The hiring manager for this role is Khalid Moore, and the main recruitment contact is Jemma Ives. In this role, you will take the lead in managing incidents and operational issues across Retail Services, assessing impact, coordinating effective responses and implementing mitigations that protect customers, support colleagues and safeguard business performance. As a trusted escalation point, you’ll build strong relationships across business, technology, supplier and support teams, bringing people together to resolve complex challenges, drive continuous improvement and prevent future issues. You’ll provide expert guidance on Retail Services systems, processes and change initiatives, ensuring risks are understood, decisions are well informed and disruption is kept to a minimum. Combining analytical thinking with a practical, customer‑focused approach, you’ll use root cause analysis to identify both immediate resolutions and sustainable long‑term improvements. You’ll also play a key role in strengthening operational resilience through the development of playbooks, contingency plans and continuity strategies, while supporting the successful delivery of business and technology change that enhances the experience of both colleagues and customers. For this role, you will have: • Previousline management experience within an operational, service or support environment, • Strong understanding of Retail Services, financial services, customer service delivery and relevant Nationwide products, policies,processesand systems, • Good working knowledge of Business Continuity and Incident Management processes,policyand governance, • Experience of quality assurance, problem solving and consultancy within an operational or technology-enabled environment, • Confident relationship management and influencing skills, with experience engaging stakeholders up to and including senior leadership level, • Strong written and verbal communication skills, including the ability to translate complex technology concepts for non-technical audiences, • Good working knowledge of MS Office and key Retail Services systems,including (but not limited to)BOSS,SAMM, Amazon Connect, Power BI, ServiceNow, Application Enquiry tool and Nucleus 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. • Job Identification 5494, • Apply Before 10/30/2026, 11:55 PM, • Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 21 High Street, Birmingham, West Midlands, B4 7SL, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB 47/49 Queen Street, Cardiff, CF10 2AS, GB 1 Gorse Stacks, Chester, CH1 3EQ, GB 83 George Street, Edinburgh, EH2 3ES, GB 177 Bothwell Street, Glasgow, G2 7ER, GB 94 Briggate, Leeds, LS1 6NP, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB 28 King Street, Maidstone, ME14 1DA, GB Jubilee House, Newcastle, NE3 4PL, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 2 Spring Gardens, Manchester, M2 1EE, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB 7/11 Montague Street, Worthing, BN11 3AX, GB #J-18808-Ljbffr
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