National Physical Laboratory (NPL)
Service Operations Lead
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Service Operations Lead
National Physical Laboratory (NPL) – Time & Frequency Department
Our world-leading Time & Frequency department is seeking a Service Operations Lead to shape a critical national service and drive innovation in timing technology.
Why Join Us?
This is an exceptional opportunity to join the global authority in precision timing at a pivotal moment for UK digital infrastructure. Backed by a £180 million government investment in the National Timing Centre (NTC), we are developing a world-first resilient time distribution capability, acting as a robust backup to vulnerable satellite systems (including GPS).
The NTC’s mission ensures the reliability of essential services, such as:
- Telecommunications
- Online banking
- Emergency response systems
- Transport networks
- Digital and data-driven operations
Together, these services form the backbone of modern society. Your leadership will be critical in ensuring their security, reliability, and resilience—even during failures in global navigation systems.
Key Responsibilities
You will:
- Define operational requirements and collaborate with NTC Leadership Team, scientists, and engineers.
- Recruit, inspire, and lead a high-performing team of specialists to meet KPIs and SLAs.
- Drive strategy and collaboration within technical design forums and risk management.
- Establish and manage the Service Management Centre, ensuring compliance with ITSM, ITIL, and cyber security standards.
- Implement processes and tools for system efficiency.
- Play a key role in technical and stakeholder engagement to deliver innovation.
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This is a unique opportunity to shape a critical national infrastructure—and improvement in timing technology.
About You
Essential Criteria
- Proven leadership in mission-critical technical environments.
- Experience in delivering complex engineering projects on time and to standard.
- Expertise in team building, recruitment, and operational planning.
- Strong stakeholder engagement and supplier management skills.
Desirable Experience
- Familiarity with telecoms or IT engineering.
- Prior experience in Service Operations.
- Knowledge of timing & frequency systems.
- Understanding of telecoms standards and ITIL protocols.
- Proficiency in service management tools and IT automation.
Security Requirements
Due to the nature of this role, you will need to obtain:
- Developed Vetting (DV) security clearance with no restrictions.
- Permission to apply for DV (if not already held).
Security clearance checks will be conducted during recruitment.
About the National Physical Laboratory (NPL)
NPL is a world-leading centre of measurement science, engineering, and technology that underpins prosperity and quality of life in the UK. Discover more about working here: NPL – The Measure of Us
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Diversity & Inclusion Commitment
NPL and the Department for Science, Innovation and Technology (DSIT) are committed to:
- Diversity and equality of opportunity.
- Welcoming candidates from all backgrounds, regardless of gender, race, sexual orientation, religion, or age.
In line with the NPL’s commitment to equality, applications from:
- Women
- Disabled persons
- Black, Asian, and minority ethnic (BAME) candidates are particularly encouraged. All disabled applicants meeting minimum criteria will guarantee an interview under the Disability Confident Scheme.
We foster an inclusive and supportive culture, valuing individual merit and diversity. Learn more about our commitment to diversity and inclusion.****
Benefits & Work-Life Balance
- Flexible working options
- Support for health and well-being
- Social activities and a positive work-life balance
- Competitive rewards, benefits, and recognition
- Our values-driven culture bridges collaboration, development, and success.
Why Apply?
NPL ensures everyone has an equal chance. If you require reasonable adjustments during the recruitment process, please contact us to discuss further.
Applications are reviewed and interviews conducted throughout the advert’s validity; the deadlines may be advanced at any time. Apply promptly!
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