Service Manager

  • London, UK
  • Full-time
  • Department: Assurance & IT Services and Support
  • Office: London

Company Description

Genomics England successfully led the world-leading 100,000 Genomes Project, which compared and analysed individuals’ genetic codes to help diagnose, treat and prevent illness.

We're now accelerating our impact, working with the NHS to further develop and embed genomic healthcare and research in Britain.  Our next chapter involves 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.

Job Description

Job Purpose:

This is a position that requires flexibility in delivering a diverse range of solutions across the Service Management and Project Management agenda.  

The post holder will be expected to provide expert support and guidance across a number of ITIL disciplines. In response to specific requests and design and delivery projects.  

The post holder will demonstrate skills in ITIL service management, programme management and relationship management.  


Key Accountabilities 

  • Work within the Service Management chapter but a key part of the role will be providing advice and guidance on service management best practice across a diverse range of ITIL disciplines. 

  • Ensure the focus is on the entire lifecycle of the product rather than managing day to day incidents.  A key principle will be to ensure that service by design is enshrined within every product or service.  

  • In particular the post holder will work with colleagues in the Engineering and Ops Chapter to ensure there are consistent and seamless operational support processes in place. 

  • The post holder will seek opportunities to ensure that product support evolves and where appropriate technical support is devolved to colleagues in Service Delivery. 

  • The post holder will be an advocate for driving efficiencies in the delivery of service exploiting automation and ensuring that supporting applications are used to their full potential. 

  • Communicates highly complex technical issues (from detailed interpretation of complex analytical reports) and sensitive information to a variety of stakeholders at all levels. 

  • Day to day responsibility for service availability, changes to systems, incident and problem management and enhancements and functionality changes via service transition activities.  

  • Using in depth knowledge of service processes own service resolution activities by making judgements and addressing issues where precedent may not exist. 

  • Formulate long term strategies to facilitate the adoption of ITIL Service Management principles and ensure that Service Management by design, best practice principles, are baked into solutions. 

  • Develops, maintains and continually improves Service Management procedures and processes in line with the needs of service users.  

  • Know and understand the meaning behind our virtues of Empathy, Integrity, Focus, Connection, Speed, Curiosity, Impact and embody them in all aspects of your role. 

  • You understand that our virtues are the bedrock of Genomics England and you use them to guide your decisions – whether big or small, and also as a compass to guide the behaviour of your team – ensuring that they regularly affirm and check in with the virtues. 

Essential Skills 

  • Demonstrable experience of managing the service management processes for medium or large scale IT services under an ITIL framework. 

  • Have an in depth understanding of the ITIL Framework 

  • Strong understanding of both Release and Change practices to enable stable systems and effective deployments. 

  • Able to manage major service incidents and author incident reviews. 

  • Able to conduct root cause analysis and lessons learned exercises. 

  • Able to account for process activity, effectiveness and improvement. 

Desirable Skills:

  • Agile Service Management experience Management/Expert Certificate in Service Management V2/3 (or equivalent experience). 

  • Proven experience of compliance with ISO or industry standards.  


Foundation ITIL qualification V2/3 (or working toward, or equivalent experience). 

Additional Information

Originally conceived as a project, Genomics England has transformed to meet the long-term opportunities created by our scientific breakthroughs in understanding the Human Genome. Being part of this journey is a reward in itself, however we're pleased to offer our colleagues a great benefits package including:

  • competitive salary
  • 30 days holiday
  • generous pension scheme
  • individual learning budgets for every colleague
  • a raft of other benefits

Talk to our Talent Team and find out how a career with Genomics England will benefit you.

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