At a Glance
- Tasks: Lead operational controls for service delivery and manage major incidents effectively.
- Company: Join PentenAmio, a leader in digital security solutions for national resilience.
- Benefits: Enjoy life insurance, flexible hours, private health scheme, and generous holiday allowance.
- Other info: Embrace a culture of equality and continuous improvement with excellent career growth opportunities.
- Why this job: Make a real impact in national security while developing your skills in a dynamic environment.
- Qualifications: Experience in service management and strong analytical skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
Penten Amio is a leading provider of advanced digital security solutions that power national security and resilience across the UK, Australia and our allies.
Focused on solving complex digital challenges that others avoid, we embrace the impossible to deliver transformative technologies that protect those who protect us.
Across the UK and Australia, Penten Amio combines a legacy of knowledge and proven delivery across secure mobility and AI-driven deception technologies.
Our work spans Government and Defence markets across civil and military applications, powering intelligent advantage on a global scale.
Managed Services is entering an exciting phase of growth and require support in strengthening the operational controls that keep our services stable, reliable and continuously improving.
We're looking for a Service Controls Lead to take ownership of the processes that underpin effective service delivery, including Incident, Problem, Change, Release Management and Service Governance.
This is a hands-on role where you'll work across service delivery, engineering, project and customer teams to bring structure, consistency and continuous improvement to a growing Managed Services environment.
Typical Activities
The Service Controls Lead will lead and continually improve the operational controls that support our services.
- Lead the management of major incidents from initiation through to resolution, coordinating technical teams and stakeholders during service-impacting events.
This role will be part of an on-call rota for Major Incident Management.
- Own and drive Problem Management, using service data to identify recurring issues, trends and underlying causes.
- Facilitate root cause investigations and ensure corrective and preventative actions are tracked through to completion.
- Govern Change Management activities, ensuring appropriate risk assessment, approval and communication.
- Chair or support Change Advisory Board (CAB) activities and review changes within delegated authority.
- Ensure releases and deployments are planned, tested and delivered in a controlled and consistent manner.
- Develop and maintain practical service control standards, processes, playbooks and working practices.
- Develop operational dashboards and reporting, using service data to identify trends, risks and improvement opportunities.
- Support service reviews, governance forums and assurance activities, presenting clear findings and recommendations to leadership and customers.
- Coach and enable Service Desk Analysts, Engineers and Service Leads to confidently perform control activities within their services.
What we're looking for
- Practical experience of Incident, Problem, Change and/or Release Management within a service delivery environment.
- Strong analytical and problem-solving skills, with the ability to identify patterns, trends and underlying causes.
- Experience leading or coordinating major incidents and working effectively under pressure.
- A structured approach to root cause analysis, risk assessment and corrective action management.
- Experience working across technical, operational and customer-facing teams.
- The ability to use service data and reporting to identify operational risks and drive measurable improvements.
- Good understanding of IT service management principles, including SLAs, KPIs and service performance.
- Strong communication and influencing skills, with the confidence to work with both technical and non-technical stakeholders.
- A pragmatic approach to governance - able to balance effective controls with the need for agile and efficient service delivery.
- A proactive mindset, with the confidence to challenge poor practice constructively and take ownership of issues through to resolution.
- ITIL qualification or equivalent service management experience.
- Experience working in Government, Defence, national security or another highly regulated/controlled environment.
- Experience with ITSM platforms such as Freshdesk, Jira Service Management or similar.
- Experience with Jira and Confluence.
- Experience developing dashboards or analysing service data using Excel, Power BI or equivalent tools.
Why Work at Penten Amio?
At Penten Amio, we value our employees and offer a comprehensive benefits package, including:
- Life Insurance - 4x salary
- 2:30pm finish on Fridays
- Option to work a 9-day fortnight
- Private Health Scheme
- EV Salary Sacrifice scheme
- Salary Sacrifice Company Pension, matched up to 10%
- 25 days' holiday + Bank/Public Holidays
- Enhanced Maternity & Paternity Leave
- Free on-site parking
- Casual dress code
- Free fruit in the office
Qualifications & Eligibility
- To Be Eligible For This Position You Must
- Have relevant experience in service management, service delivery, operational controls or a closely related discipline; and
- Be a British citizen; and
- Hold or be eligible for UK National Security Vetting (NSV) - SC, DV preferred.
We recognise that great candidates don't always follow a traditional career path.
If you have transferable experience and can demonstrate the ability to manage operational controls, analyse complex service issues and drive improvements, we'd encourage you to apply.
Penten Amio is committed to providing equality of opportunity for all.
We aim to ensure our workplaces are free from discrimination and that our current and future colleagues are treated fairly and with dignity and respect.
Please inform us of any reasonable adjustments that we may need to make.
Service Controls Lead in Tewkesbury employer: PentenAmio
PentenAmio is an exceptional employer that fosters a collaborative and innovative work culture, where hands-on technical leadership is highly valued. With a strong emphasis on employee growth, you will have the opportunity to mentor a talented team while engaging in cutting-edge projects that utilise modern engineering practices. Located in a vibrant tech hub, we offer competitive benefits and a supportive environment that encourages continuous learning and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Service Controls Lead in Tewkesbury
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what PentenAmio values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges PentenAmio might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at PentenAmio!
✨Direct Apply to PentenAmio
Let's not forget to apply directly through the PentenAmio website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Controls Lead in Tewkesbury
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at PentenAmio.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at PentenAmio. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at PentenAmio
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
