Service Integration & Operations Lead (we have office locations in Cambridge, Leeds & London)

Genomics England is a global leader in enabling genomic medicine and research, focused on creating a world where everyone benefits from genomic healthcare. Building on the 100,000 Genomes Project, we support the NHS’s world-first national whole genome sequencing service and run the growing National Genomic Research Library, alongside delivering numerous major genomics initiatives. By connecting research and clinical care at national scale, we enable immediate healthcare benefits and advances for the future. Our mission is to provide the evidence and digital systems so that by 2035 genomics could play a role in up to half of all healthcare interactions, whilst securing the UK’s position as the best place to discover, prove and benefit from genomic innovations. We are accelerating our impact and working with patients, doctors, scientists, government and industry to improve genomic testing, and help researchers access the health data and technology they need to make new medical discoveries and create more effective, targeted medicines for everybody. Behind the Healthcare and Research outcomes, Genomics England delivers through designing, developing and operating complex healthcare software systems. We're on the cusp of big changes with the real prospect of genomics becoming the fabric of everyday healthcare through the lifetime – from birth to old age. We are seeking a Service Integration and Operations Lead to help shape a seamless, reliable, and positive experience for researchers using our Use Research Data (URD) service. You will bring together operational activity across onboarding, access,airlock coordination, researcher support, and service delivery, ensuring everything works smoothly and scales effectively. Working collaboratively with product, engineering, platform, support teams, and external partners, you will build strong relationships, proactively manage risks and dependencies, and drive continuous improvement. Everyday responsibilities include: Coordinate and continuously improve the researcher journey across onboarding, access, permissions, training, Airlock coordination, support interactions, operational communications, and other service transitions, helping to create a smooth and positive experience. Identify, coordinate, and manage operational dependencies, systemic bottlenecks, and cross-service risks that may affect delivery, user experience, or service reliability. Lead the development and interpretation of operational KPIs and recurring pain points, turning service insights into clear actions and helpful leadership updates. Coordinate the resolution of operational issues across multiple squads, services, vendors, or operational areas, supporting clear ownership, effective handovers, and timely resolution. Act as the primary operational coordination lead for external partners and vendors, helping to ensure alignment, SLA adherence, effective escalation management, and high-quality service delivery. Support operational transparency and confidence in service reliability through clear communications, thoughtful incident follow-through, and visibility of operational changes that may impact users. Provide operational oversight and coordination across support and onboarding activities, ensuring workflows enable a consistent, scalable, and positive researcher experience. Skills & experience for success: Proven track record of leading operations across complex, cross-functional teams and external partners. Skilled in improving service reliability, operational readiness, and effective incident and escalation management. Experienced in creating seamless end-to-end user journeys, from onboarding and access through to support and communications. Proactive in identifying risks, managing dependencies, and resolving challenges before they impact users or delivery. Strong relationship builder, able to influence and collaborate effectively with technical teams, suppliers, and senior stakeholders. Data-driven and highly organised, with experience using service metrics, SLAs and operational insights to drive continuous improvement and communicate clearly Desirable skills: Familiarity with modern service management practices, including ITIL, ServiceNow, Jira, supplier partnerships, and cloud-based operating environments. Understanding of access management, identity processes, onboarding and offboarding journeys, support models, and opportunities for automation. Experience supporting service transitions, launches, migrations, or significant operational change programmes. Comfortable using data and insights from dashboards, service metrics, incidents, and user feedback to drive informed decision-making, ideally within healthcare, genomics, research, or other regulated environments. Qualifications are important; however, we are particularly interested in the skills, experience, and expertise you can bring to the role. Salary from: £74,000 Closing date for applications - Saturday 26th September at Midnight Being an integral part of such a meaningful mission is extremely rewarding in itself, but in order to support our people, we’re continually improving our benefits package. We pride ourselves on investing in our people and supporting them to achieve their career goals, as well as offering a benefits package including: Generous Leave: 30 days’ holiday plus bank holidays, additional leave for long service, and the option to apply for up to 30 days of remote working abroad annually (approval required). Family-Friendly: Blended working arrangements, flexible working, enhanced maternity, paternity and shared parental leave benefits. Pension & Financial: Defined contribution pension (Genomics England double-matches up to 10%, however you can contribute more if you wish), Life Assurance (3x salary), an Electric Vehicle salary sacrifice scheme and a Give As You Earn scheme. Learning & Development: Individual learning budgets, support for training and certifications, and reimbursement for one annual professional subscription (approval required). Recognition & Rewards: Employee recognition programme and referral scheme. Health & Wellbeing: Subsidised gym membership, a free Headspace account, and access to an Employee Assistance Programme, eye tests, flu jabs. Equal opportunities and our commitment to a diverse and inclusive workplace Genomics England is actively committed to providing and supporting an inclusive environment that promotes equity, diversity and inclusion best practice both within our community and in any other area where we have influence. We are proud of our diverse community where everyone can come to work and feel welcomed and treated with respect regardless of any disability, ethnicity, gender, gender identity, religion, sexual orientation, or social background. Genomics England’s policies of non-discrimination and equity and will be applied fairly to all people, regardless of age, disability, gender identity or reassignment, marital or civil partnership status, being pregnant or recently becoming a parent, race, religion or beliefs, sex or sexual orientation, length of service, whether full or part-time or employed under a permanent or a fixed-term contract or any other relevant factor. Genomics England does not tolerate any form of discrimination, harassment, victimisation or bullying at work. Such behaviour undermines our mission and core values and diminishes the dignity, respect and integrity of all parties. Our People policies outline our commitment to inclusivity. We aim to remove barriers in our recruitment processes and to be flexible with our interview processes. Should you require any adjustments that may help you to fully participate in the recruitment process, we encourage you to discuss this with us. Culture We have four key behaviours that represent what we would like Genomics England to feel like and the culture we want to encourage, in order for us to achieve our mission. These behaviours help us all work well together, deliver on our outcomes, celebrate our successes and share feedback with each other. You can read about these and other aspects of our culture here Culture | Genomics England Blended working model Genomics England operates a blended working model as we know our people appreciate the flexibility that hybrid working can bring. We expect most people to come into the office a minimum of 2 times each month. However, this will vary according to role and will be agreed with your team leader. There is no expectation that people will return to the office full time unless they want to, however, some of our roles require full time on site attendance e.g., lab teams, reception team. Our teams and squads have, and will continue to reflect on what works best for them to work together successfully and have the freedom to design working patterns to suit, beyond the minimum. Our office locations are: Canary Wharf, Cambridge and Leeds. Onboarding background checks As part of our recruitment process, all successful candidates are subject to a Standard Disclosure and Barring Service (DBS) check. We therefore require applicants to disclose any previous offences at point of application, as some unspent convictions may mean we are unable to proceed with your application due to the nature of our work in healthcare.