Service Operations Lead

IBM SiXworks; Farnborough; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

25 days annual leave

Private medical cover

Life Assurance

Generous pension

Bonus

Professional development and training

On-site parking

Gym on site

Cafe & restaurant on site

Job summary

SiXworks is seeking a Service Operations Lead to drive mobilisation, transition and ongoing delivery across secure, defence-focused services. You will partner with the Service Delivery Manager, Security & Compliance Manager and Engineering Manager to ensure customer requirements, SLAs and governance are met.

You’ll lead cross-functional teams spanning service management, security and technical delivery, embedding security and assurance across operations while driving continual service

Qualifications

• Experience managing complex service transitions and mobilisations.
• Strong stakeholder management skills within secure or government environments.
• Experience leading multidisciplinary teams across service management, support, security, and technical delivery.
• Demonstrable success in delivering customer outcomes and service excellence.
• Excellent programme, operational and governance management capabilities.
• Knowledge of ITIL service management principles.
• Experience working within highly regulated environments.
• Experience supporting UK Government or Ministry of Defence customers.
• Experience delivering Microsoft cloud and digital workplace services.
• Knowledge of Defence Digital, JSP policies, and secure service environments.
• ITIL Managing Professional or equivalent.

Responsibilities

• Lead the mobilisation, transition, and operational delivery of the service.
• Establish and maintain effective service management processes, governance, reporting, and operational controls.
• Ensure service performance meets agreed SLAs, KPIs, contractual obligations, and customer expectations.
• Build and maintain strong relationships with customer stakeholders and lead operational governance meetings and service reviews.
• Manage operational risks, issues, escalations, and service improvement initiatives.
• Work with security, engineering, and support teams to ensure a joined-up approach to service delivery.
• Ensure security, compliance, and assurance requirements are embedded across service operations.
• Drive continual service improvement, innovation, and operational excellence

Skills

Mobilisation

Stakeholder mgmt

Leadership

ITIL

Security & compliance

Governance

Service delivery

Tools

Microsoft 365

Cloud services

Job description

Work on Technology That Protects What Matters

At SiXworks, we build secure digital solutions that support Defence and National Security missions. Our teams work on complex problems where reliability, security, and speed of innovation matter.

We’re looking for a Service Operations Lead who enjoys solving difficult technical challenges and wants their work to have real operational impact.

What You’ll Do

The Service Operations Lead is responsible for the successful mobilisation, transition, and ongoing delivery. As the senior operational lead, they will ensure the service meets customer requirements, contractual commitments, performance targets, and security obligations.

Working closely with the Service Delivery Manager, Head of Service Desk, Security & Compliance Manager, and Engineering Manager, the role provides overall leadership across service operations and acts as the primary customer-facing operational contact.

Your work may include:

• Lead the mobilisation, transition, and operational delivery of the service.
• Establish and maintain effective service management processes, governance, reporting, and operational controls.
• Ensure service performance meets agreed SLAs, KPIs, contractual obligations, and customer expectations.
• Build and maintain strong relationships with customer stakeholders and lead operational governance meetings and service reviews.
• Manage operational risks, issues, escalations, and service improvement initiatives.
• Work with security, engineering, and support teams to ensure a joined-up approach to service delivery.
• Ensure security, compliance, and assurance requirements are embedded across service operations.
• Drive continual service improvement, innovation, and operational excellence

What We’re Looking For

We value people who take ownership, think critically, and enjoy working as part of a collaborative team tackling complex challenges. You don’t need to tick every box, but we’re particularly interested in people with skills/experience in:

• Experience managing complex service transitions and mobilisations.
• Strong stakeholder management skills within secure or government environments.
• Experience leading multidisciplinary teams across service management, support, security, and technical delivery.
• Demonstrable success in delivering customer outcomes and service excellence.
• Excellent programme, operational and governance management capabilities.
• Knowledge of ITIL service management principles.
• Experience working within highly regulated environments.
• Experience supporting UK Government or Ministry of Defence customers.
• Experience delivering Microsoft cloud and digital workplace services.
• Knowledge of Defence Digital, JSP policies, and secure service environments.
• ITIL Managing Professional or equivalent.

Just as important are curiosity, strong problem solving ability, and the motivation to continuously improve how technology is designed and delivered.

About SiXworks

SiXworks is a specialist digital innovation partner delivering secure, mission-critical technology to Defence and National Security organisations. We focus on digital experimentation, secure-by-design architecture, cloud technologies, and rapid application development to help our customers move faster and stay ahead of evolving challenges.

Our team combines expertise from across technology, business, and operational backgrounds including the armed forces creating a collaborative environment where practical thinking and innovation thrive.

Why Join Us

Our culture is guided by six principles: Agility, Security, Innovation, Quality, Collaboration and Inclusivity our North Star for how we work. SiXworks is a leading provider of secure digital solutions, specialising in digital experimentation and focused on fail-safe-fast cutting-edge technology solutions deployed in highly secure environments.

As an end-to-end digital innovation and delivery partner, we turn complex challenges into mission-critical digital advantages. This is a thrilling time for us, with ambitious plans for growth. We are looking for brilliant, experienced, driven and self-motivated people to join the team on our journey.

We offer competitive salaries and a package that supports your wellbeing and development, including 25 days annual leave + bank holidays, free Private Medical cover and Life Assurance, Generous pension (10% employer, 5% employee contribution), Bonus and Professional development and training support. In addition to secure parking, gym, café & restaurant on site and lots of open break out spaces.

A word on UK Security Clearance

Due to the secure nature of the position and working environment, you must have or be eligible to obtain Security Clearance. More details relating to UK Security Clearance can be found here:

United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk)