Job at a glance
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. 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.
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, Genomics England operates a blended working model as we know our people appreciate the flexibility that