Service Controls Lead

PentenAmio; Tewkesbury; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Life Insurance - 4x salary

2:30pm finish on Fridays

9-day fortnight option

Private Health Scheme

EV Salary Sacrifice scheme

Salary Sacrifice Pension (matched 10%)

25 days' holiday + holidays

Enhanced Maternity & Paternity Leave

Free on-site parking

Casual dress code

Free fruit in the office

Job summary

PentenAmio in Tewkesbury is seeking a Service Controls Lead to drive operational controls across Managed Services, Service Delivery and engineering teams. You will coordinate major incidents, own problem, change and release management, and develop dashboards to spot trends.

With ITIL experience and strong analytical skills, you will balance governance with agile delivery, coach service desk staff, support governance reviews and ensure secure, reliable services for national security customers.

Qualifications

• Experience with Incident, Problem, Change and/or Release Management in a service delivery environment.
• Strong analytical and problem-solving ability to identify trends and root causes.
• Experience leading major incidents under pressure and coordinating cross-functional teams.
• Structured approach to root cause analysis, risk assessment and corrective actions.
• Experience across technical, operational and customer-facing teams.
• Ability to use service data to drive measurable improvements.

Responsibilities

• Lead major incidents from initiation through resolution with cross-team coordination.
• Own and drive problem management using data to identify recurring issues.
• Facilitate root cause investigations and track corrective actions to completion.
• Govern change management with risk assessment, approvals and communication.
• Chair or support CAB activities and review changes within delegated authority.
• Ensure releases and deployments are planned, tested and delivered in a controlled manner.
• Develop and maintain service control standards, playbooks and practices.
• Develop operational dashboards and reporting to identify trends and risks.
• Support service reviews and governance forums with clear findings and recommendations.
• Coach and enable Service Desk Analysts, Engineers and Service Leads in control activities.

Skills

Incident management

Problem management

Change management

Release management

Analytical skills

Stakeholder communication

Tools

Jira

Jira Service Management

Confluence

Job description

About PentenAmio

PentenAmio is a leading provider of advanced digital security solutions that power national security and resilience across the UK, Australia and our allies. Focused on solving complex digital challenges that others avoid, we embrace the impossible to deliver transformative technologies that protect those who protect us.

Location

Tewkesbury

Salary

£40,000 - £50,000 DOE

Clearance Required

SC

About PentenAmio

PentenAmio is a leading provider of advanced digital security solutions that power national security and resilience across the UK, Australia and our allies. Focused on solving complex digital challenges that others avoid, we embrace the impossible to deliver transformative technologies that protect those who protect us. Across the UK and Australia, PentenAmio combines a legacy of knowledge and proven delivery across secure mobility and AI-driven deception technologies. Our work spans Government and Defence markets across civil and military applications, powering intelligent advantage on a global scale.

Typical Activities

Working in collaboration with internal stakeholders across Managed Services, Service Delivery, Service Desk, Engineering, Design & Assurance, Project Delivery and customer teams, the Service Controls Lead will lead and continually improve the operational controls that support our services.

• Lead the management of major incidents from initiation through to resolution, coordinating technical teams and stakeholders during service-impacting events.
• Own and drive Problem Management, using service data to identify recurring issues, trends and underlying causes.
• Facilitate root cause investigations and ensure corrective and preventative actions are tracked through to completion.
• Govern Change Management activities, ensuring appropriate risk assessment, approval and communication.
• Chair or support Change Advisory Board (CAB) activities and review changes within delegated authority.
• Ensure releases and deployments are planned, tested and delivered in a controlled and consistent manner.
• Develop and maintain practical service control standards, processes, playbooks and working practices.
• Develop operational dashboards and reporting, using service data to identify trends, risks and improvement opportunities.
• Support service reviews, governance forums and assurance activities, presenting clear findings and recommendations to leadership and customers.
• Coach and enable Service Desk Analysts, Engineers and Service Leads to confidently perform control activities within their services.

What we're looking for

• Practical experience of Incident, Problem, Change and/or Release Management within a service delivery environment.
• Strong analytical and problem-solving skills, with the ability to identify patterns, trends and underlying causes.
• Experience leading or coordinating major incidents and working effectively under pressure.
• A structured approach to root cause analysis, risk assessment and corrective action management.
• Experience working across technical, operational and customer-facing teams.
• The ability to use service data and reporting to identify operational risks and drive measurable improvements.
• Good understanding of IT service management principles, including SLAs, KPIs and service performance.
• Strong communication and influencing skills, with the confidence to work with both technical and non-technical stakeholders.
• A pragmatic approach to governance - able to balance effective controls with the need for agile and efficient service delivery.
• A proactive mindset, with the confidence to challenge poor practice constructively and take ownership of issues through to resolution.

Desirable

• ITIL qualification or equivalent service management experience.
• Experience working in Government, Defence, national security or another highly regulated/controlled environment.
• Experience with ITSM platforms such as Freshdesk, Jira Service Management or similar.
• Experience with Jira and Confluence.
• Experience developing dashboards or analysing service data using Excel, Power BI or equivalent tools.

Why Work at PentenAmio?

At PentenAmio, we value our employees and offer a comprehensive benefits package, including:

• Life Insurance - 4x salary
• 2:30pm finish on Fridays
• Option to work a 9-day fortnight
• Private Health Scheme
• EV Salary Sacrifice scheme
• Salary Sacrifice Company Pension, matched up to 10%
• 25 days' holiday + Bank/Public Holidays
• Enhanced Maternity & Paternity Leave

Additional perks

• Free on-site parking
• Casual dress code
• Free fruit in the office

Qualifications & Eligibility

To Be Eligible For This Position You Must

• Have relevant experience in service management, service delivery, operational controls or a closely related discipline; and
• Be a British citizen; and
• Hold or be eligible for UK National Security Vetting (NSV) - SC, DV preferred.

We recognise that great candidates don't always follow a traditional career path. If you have transferable experience and can demonstrate the ability to manage operational controls, analyse complex service issues and drive improvements, we'd encourage you to apply.

PentenAmio is committed to providing equality of opportunity for all. We aim to ensure our workplaces are free from discrimination and that our current and future colleagues are treated fairly and with dignity and respect. Please inform us of any reasonable adjustments that we may need to make.