Service Operations Command Lead: Major Incident & SIAM Leader

Computacenter; Preston; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Computacenter, located in Preston, UK, seeks a Service Operations Command Lead to head the customer Command Centre for a strategic IT programme. You will lead incident responses, manage service continuity and coordinate multi‑supplier teams, ensuring rapid restoration of business‑critical services.

The role requires active SC clearance, enterprise IT knowledge, and strong stakeholder management. This is a full‑time on‑site position within a regulated, high‑stability environment.

Qualifications

• Active SC clearance required; may require DV clearance.
• Experience in Service Operations or similar senior leadership role.
• Strong ITIL knowledge: Incident, Problem and Change Management.
• Experience with ServiceNow and operational monitoring tools.
• Broad enterprise infrastructure understanding and operational dependencies.

Responsibilities

• Act as Computacenter's primary operational representative within the customer Command Centre.
• Lead the operational response to major incidents, service degradation and high-priority events.
• Coordinate technical teams and stakeholders to ensure effective service restoration and business continuity.
• Assess business impact, operational risk and service priorities to support decision-making.
• Mobilise the appropriate technical expertise, leadership and resources from across Computacenter.
• Provide operational oversight across incidents, risks, service changes and emerging issues.
• Support Major Incident Management, Problem Management and Root Cause Analysis activities.
• Work closely with customer stakeholders and suppliers within a multi-supplier environment.
• Use operational data and monitoring tools to identify opportunities for service improvement.
• Support initiatives to improve operational resilience and automation capabilities.

Skills

SC Clearance

ITIL expert

ServiceNow

Stakeholder management

Major Incident Mgmt

Multi-supplier SIAM

Operational leadership

Incident management

Change management

Tools

Monitoring tools

Job description

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Service Operations Command Lead

Location: GBR - Cust. Site ENG, GBR - CC Manchester | Job-ID: 220554 | Contract type: Standard | Business Unit: Information Technology

Life on the team

Location: Preston

Hours: Full-time

Security Clearance: Applicants will need to hold UK SC Clearance

We are seeking an experienced Service Operations Command Lead to join Computacenter on a strategically important customer programme.

Working within the customer's Command Centre, you will act as Computacenter's senior operational representative, providing leadership, coordination and decision-making across major incidents, service-impacting events and operational activities.

This role combines operational leadership, stakeholder management and service management expertise. You will work closely with customer stakeholders, suppliers and Computacenter technical teams to ensure appropriate prioritisation, effective incident resolution and the ongoing protection of business-critical services.

The successful candidate will bring strong operational leadership experience within a complex IT environment, combined with a broad understanding of enterprise infrastructure, service management and operational governance.

What you'll do

• Acting as Computacenter's primary operational representative within the customer Command Centre.
• Leading the operational response to major incidents, service degradation and high-priority business events.
• Coordinating technical teams and stakeholders to ensure effective service restoration and business continuity.
• Assessing business impact, operational risk and service priorities to support decision-making.
• Mobilising the appropriate technical expertise, leadership and resources from across Computacenter.
• Providing operational oversight across incidents, risks, service changes and emerging issues.
• Supporting Major Incident Management, Problem Management and Root Cause Analysis activities.
• Working closely with customer stakeholders and suppliers within a multi-supplier operational environment.
• Using operational data, monitoring tools and service management platforms to identify opportunities for service improvement.
• Supporting initiatives to improve operational resilience, service visibility and automation capabilities.

What you'll need

You will demonstrate experience in a senior operational leadership capacity within a complex IT services environment.

You should have:

• UK SC clearance. You will also need to be willing to undertake DV clearance should it be required (TBC).
• Experience in Service Operations, Major Incident Management, Service Management or a similar operational leadership role.
• Strong understanding of ITIL disciplines including Incident, Problem and Change Management.
• Experience working with ServiceNow and operational monitoring or event management tools.
• Broad understanding of enterprise infrastructure, IT services and operational dependencies.
• Strong stakeholder management and communication skills.
• Experience operating within multi-supplier or SIAM environments.
• Excellent prioritisation, analytical and decision-making capabilities.
• The ability to remain calm and effective during high-pressure operational situations.
• Experience leading and influencing teams through matrix management.
• Defence, government or other highly regulated environments.
• Operational Command Centre or Operations Centre environments.
• Service Integration and Management (SIAM) operating models.
• Continuous service improvement and operational transformation initiatives.

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

We’re a place where you can belong

With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier‑free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need.

As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments. Please let us know when you apply.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!