Researcher Experience & Service Operations Lead

Genomics England; Greater London; Hybrid; GBP 67,000 - 81,000; Full time

Benefits offered by this job

Generous Leave

Pension & Financial benefits

Learning & Development

Health & Wellbeing

Blended working model

Job summary

Genomics England is seeking a Service Integration & Operations Lead in London to unite onboarding, access, and service delivery for researchers using URD. You will collaborate with product, engineering, platform, and external partners to ensure reliable, scalable operations and proactive risk management.

The role emphasizes data-driven improvements, KPI development, and strong stakeholder relationships in a healthcare/genomics setting with a blended on-site/remote working model.

Qualifications

• Experience leading operations across cross-functional teams and external partners.
• Experience improving service reliability and incident management.

Responsibilities

• Coordinate and continuously improve the researcher journey across onboarding, access, permissions, training, Airlock coordination, support interactions, operational communications, and other service transitions.
• Identify and manage operational dependencies, systemic bottlenecks, and cross-service risks.
• Lead the development and interpretation of operational KPIs and recurring pain points; translate insights into actions.
• Coordinate resolution of operational issues across multiple squads, services, vendors, or areas; ensure clear ownership and timely resolution.
• Act as primary operational coordination lead for external partners and vendors; ensure SLA adherence and escalation management.
• Provide operational transparency through clear communications and incident follow-through; monitor changes impacting users.
• Provide oversight across support and onboarding activities to ensure scalable researcher experience.

Skills

Cross-functional collaboration

Incident management

Service management (ITIL)

Operational readiness

Data-driven decision making

Stakeholder management

Onboarding and access management

Airlock coordination

Vendor coordination

Tools

ServiceNow

Jira

Job description

Genomics England is seeking a Service Integration & Operations Lead in London to unite onboarding, access, and service delivery for researchers using URD. You will collaborate with product, engineering, platform, and external partners to ensure reliable, scalable operations and proactive risk management.

The role emphasizes data-driven improvements, KPI development, and strong stakeholder relationships in a healthcare/genomics setting with a blended on-site/remote working model.