Service Controls Lead – Incident & Change Management

PentenAmio Pty; 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

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.