National Physical Laboratory (NPL)
Service Operations Lead
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About the Role
Our world-leading Time & Frequency department is seeking a Service Operations Lead.
This is an exceptional opportunity to join the global authority in precision timing at a defining moment for UK digital infrastructure.
Backed by a government investment of £180 million in the National Timing Centre (NTC) programme, we are developing a world-first resilient time distribution capability that will provide industry with a robust complement to satellite systems (such as GPS) – which are increasingly vulnerable to disruption from solar storms, jamming and spoofing. This will underpin essential services, including:
- Telecommunications
- Online banking
- Emergency response
- Transport networks
- Wider digital and data-driven operations
Together, these services form the backbone of modern society - and your leadership will help ensure they remain secure, reliable and robust even if global navigation satellite systems fail.
Key Responsibilities
- Drive strategy and collaboration with NTC leadership, scientists, and engineers.
- Recruit and develop a high-performing team across science, IT, networks, and cyber.
- Establish and manage the Service Management Centre, ensuring KPIs and SLAs are met.
- Implement robust processes and tools for ITSM, ITIL, and cyber security.
- Play a key role in risk management and technical design forums.
About You
To be successful in this role, you will have the following skills, experience, and qualifications:
Essential:
- Proven leadership in mission-critical technical environments.
- Experience delivering complex engineering projects on time and to standard.
- Expertise in team building, recruitment, and operational planning.
- Strong stakeholder engagement and supplier management skills.
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Desirable:
- Experience in Telecoms or IT engineering
- Service Operations experience
- Knowledge of timing & frequency systems
- Familiarity with telecom standards and protocols
- Understanding of ITIL principles
- Proficient with service management tools
- Strong IT skills, including automation and efficiency solutions
We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.
To work in this role, you will need to have Developed Vetting (DV) clearance with no restrictions, or you must have the ability to obtain DV clearance (with no restrictions).
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert therefore we may at any time bring the closing date forward. We encourage all interested applicants to apply as soon as practical.
About Us
The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here - The measure of us - Overview.
NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme.
Get help with your application
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At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. More about this on our Diversity & Inclusion page.
We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process. If you would like to discuss, please contact us.
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