• 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.

Desirable

• 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 PentenAmio?

At PentenAmio, 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

Additional perks

• 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.

PentenAmio 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.