Service Controls Lead

PentenAmio; Tewkesbury; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Life Insurance 4x salary

Friday early finish 2:30pm

9-day fortnight option

Private Health Scheme

EV Salary Sacrifice scheme

Pension 10% match

25 days’ holiday + holidays

Maternity & Paternity Leave

Free on-site parking

Job summary

PentenAmio is seeking a Service Controls Lead to own and continually improve the operational controls underpinning our Managed Services delivery. You will work across service delivery, engineering, projects and customer teams to drive structure, consistency and ongoing improvement.

The role requires hands-on leadership of incident, problem, change and release processes, with strong analytics, governance and stakeholder engagement across regulated environments.

Qualifications

• Experience in incident, problem, change and/or release management within service delivery.
• Structured approach to root cause analysis, risk assessment and corrective action management.
• Experience with service data reporting and cross‑functional collaboration.

Responsibilities

• Lead major incident management from initiation to resolution, including on-call rotation.
• Own and drive problem management to identify recurring issues and root causes.
• Facilitate RCA and track corrective actions to completion.
• Govern change management with risk assessment, approvals and communications.
• Chair or support CAB activities and review changes.
• Ensure releases/deployments are planned, tested and delivered in a controlled way.
• Develop and maintain service control standards, playbooks and practices.
• Develop dashboards and reporting to identify trends, risks and improvements.
• Support service reviews and governance forums with clear findings and recommendations.
• Coach service desk analysts, engineers and leads to perform control activities.

Skills

Incident management

Problem management

Change management

Release management

Governance

Stakeholder communication

Analytical thinking

Service data analysis

Education

ITIL qualification

Tools

Freshdesk

Jira Service Management

Jira

Confluence

Power BI

Excel

Job description

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.

Managed Services is entering an exciting phase of growth and require support in strengthening the operational controls that keep our services stable, reliable and continuously improving.

We're looking for a Service Controls Lead to take ownership of the processes that underpin effective service delivery, including Incident, Problem, Change, Release Management and Service Governance. This is a hands-on role where you'll work across service delivery, engineering, project and customer teams to bring structure, consistency and continuous improvement to a growing Managed Services environment.

Typical Activities

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. This role will be part of an on-call rota for Major Incident Management.
• 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.
• 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
• 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.