Service Manager (we have office locations in Cambridge, Leeds & London)

Genomics England partners with the NHS to provide whole genome sequencing diagnostics. We also equip researchers to find the causes of disease and develop new treatments, with patients and participants at the heart of it all. Our mission is to continue refining, scaling, and evolving our ability to enable others to deliver genomic healthcare and conduct genomic research. We are accelerating our impact and working with patients, doctors, scientists, government and industry to improve genomic testing, and help researchers access the health data and technology they need to make new medical discoveries and create more effective, targeted medicines for everybody.

We’re looking for a skilled and experienced Service Manager to confidently lead the smooth delivery, transition and continuous improvement of our tech services, with a focus on the operational leadership of our Research Service. You’ll work closely with Service Owners and cross-functional teams to ensure our platforms and support processes run reliably, efficiently and with users in mind. You’ll be the operational heartbeat of the service - leading incident, problem and change management activity, embedding ITIL best practice, and making sure we’re set up to scale and evolve. This role suits someone who’s hands-on with service tooling and process, confident managing SLAs and metrics, and thrives on collaboration.

What you’ll be doing:

• Overseeing day-to-day service operations and availability
• Owning and improving service delivery processes and workflows
• Managing stakeholder engagement across incidents
• Monitoring SLAs and KPIs, using data to identify improvements
• Supporting compliance, governance and documentation across teams
• Championing best practice across the full-service lifecycle (Design, Transition, Operation, etc)
• Where relevant, developing and supporting team members

What you’ll bring:

• Proven experience in a Service Manager or similar role, ideally in a complex or fast-paced environment
• Strong working knowledge of ITIL and service management tooling
• Confident leading on change, incident and problem management
• Skilled in using data to inform improvements and drive value
• Collaborative mindset and strong communication skills
• Experience managing external suppliers is a bonus
• Exposure to cloud-based environments and modern service delivery models preferred

Qualifications:

• Bachelor's degree in computer science, information technology, or a related field
• ITIL v3 or v4 Foundation certification is essential for this role

Additional Information:

Salary from: £52,000

Closing Date: Sunday 20th July at 23:00 (UK time)

Being an integral part of such a meaningful mission is extremely rewarding in itself, but in order to support our people, we’re continually improving our benefits package. We pride ourselves on investing in our people and supporting them to achieve their career goals, as well as offering a benefits package including:

• Generous Leave: 30 days’ holiday plus bank holidays, additional leave for long service, and the option to apply for up to 30 days of remote working abroad annually (approval required).
• Family-Friendly: Blended working arrangements, flexible working, enhanced maternity, paternity and shared parental leave benefits.
• Pension & Financial: Defined contribution pension (Genomics England double-matches up to 10%, however you can contribute more if you wish), Life Assurance (3x salary), and a Give As You Earn scheme.
• Learning & Development: Individual learning budgets, support for training and certifications, and reimbursement for one annual professional subscription (approval required).
• Recognition & Rewards: Employee recognition programme and referral scheme.
• Health & Wellbeing: Subsidised gym membership, a free Headspace account, and access to an Employee Assistance Programme, eye tests, flu jabs.

Equal opportunities and our commitment to a diverse and inclusive workplace:

Genomics England is actively committed to providing and supporting an inclusive environment that promotes equity, diversity and inclusion best practice both within our community and in any other area where we have influence. We are proud of our diverse community where everyone can come to work and feel welcomed and treated with respect regardless of any disability, ethnicity, gender, gender identity, religion, sexual orientation, or social background. Genomics England’s policies of non-discrimination and equity will be applied fairly to all people, regardless of age, disability, gender identity or reassignment, marital or civil partnership status, being pregnant or recently becoming a parent, race, religion or beliefs, sex or sexual orientation, length of service, whether full or part-time or employed under a permanent or a fixed-term contract or any other relevant factor. Genomics England does not tolerate any form of discrimination, harassment, victimisation or bullying at work.