Service Controls Lead – Incident & Change

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 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.