PentenAmio
Service Design Lead
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Location: Tewkesbury (Hybrid, 3 days p/w on-site)
Salary: £55,000 - £65,000 DOE
Clearance Required: SC
About PentenAmio
PentenAmio 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, PentenAmio 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 for PentenAmio, and we are looking for a Service Design Lead to help shape how services are developed, transitioned and operated at scale.
This is a collaborative, hands-on role working across technical teams, service management, project delivery and customer stakeholders. You will help ensure our services are sustainable, supportable and consistent, while creating the structure and processes needed to enable continued growth.
Typical Activities
- Working in collaboration with internal stakeholders across Managed Services, Engineering, Architecture, Project Delivery and Customer teams, the Service Design Lead will shape how new and existing services are designed, transitioned and continuously improved.
- Design and document end-to-end service models for new and existing Managed Services.
- Define service processes, workflows, operating models and operational procedures.
- Establish consistent service design standards, templates and approaches across the service portfolio.
- Identify opportunities to improve service efficiency, consistency and operational maturity.
- Support the onboarding of new customers, services and capabilities into Managed Services.
- Define service acceptance and operational readiness criteria and ensure these are met before launch.
- Work with project and delivery teams to identify operational risks and ensure smooth transition into support.
- Facilitate service design workshops, reviews and operational health assessments with key stakeholders.
- Contribute to bids, proposals and customer growth opportunities by ensuring services are practical, scalable and supportable.
- Support the continued development of the Service Design capability as PentenAmio grows.
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What we're looking for
- Experience in service design, service management, operational design or a closely related discipline.
- Strong understanding of service operating models, processes and workflows.
- Practical knowledge of ITIL principles and service management practices.
- Experience supporting service transition, onboarding or operational readiness activities.
- Ability to identify operational challenges and turn them into practical, sustainable improvements.
- Experience working across technical, delivery and service management teams.
- Confident workshop facilitation and stakeholder engagement skills, with the ability to communicate effectively with both technical and non-technical audiences.
- Experience defining or working with service metrics, KPIs, SLAs, OLAs or other service performance measures.
- Strong organisational skills, with the ability to manage competing priorities in a fast-moving environment.
- A collaborative, curious and continuous-improvement mindset, with the confidence to constructively challenge existing ways of working.
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Desirable
- ITIL certification or equivalent service management experience.
- Experience working within Managed Services, Government, Defence, technology or other security-focused environments.
- Experience with JIRA and Confluence.
- Experience with Visio, BPMN or other process/service modelling tools.
- Familiarity with service management and monitoring platforms such as Freshdesk or Grafana.
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 design, service management, operational design, IT delivery or a related field; and
- Be a British citizen; and
- Hold, or be eligible for, UK National Security Vetting (NSV) - SC
Formal qualifications are valued, but we also recognise the importance of practical experience, transferable skills and a demonstrable ability to deliver in complex environments.
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.
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