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

Company Description 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. Job Description 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 st