Service Design Lead

Location:

Tewkesbury (Hybrid, 3 days p/w on-site)

Clearance Required:

SC About Penten Amio

Penten Amio is a leading provider of advanced digital security solutions that power national security and resilience across the UK, Australia and our allies. Focused on solving complex digital challenges that others avoid, we embrace the impossible to deliver transformative technologies that protect those who protect us.

Across the UK and Australia, Penten Amio combines a legacy of knowledge and proven delivery across secure mobility and AI-driven deception technologies. Our work spans Government and Defence markets across civil and military applications, powering intelligent advantage on a global scale.

Managed Services is entering an exciting phase of growth for Penten Amio, and we are looking for a Service Design Lead to help shape how services are developed, transitioned and operated at scale.

This is a collaborative, hands-on role working across technical teams, service management, project delivery and customer stakeholders. You will help ensure our services are sustainable, supportable and consistent, while creating the structure and processes needed to enable continued growth.

The Service Design Lead will shape how new and existing services are designed, transitioned and continuously improved.

• Design and document end-to-end service models for new and existing Managed Services.
• Define service processes, workflows, operating models and operational procedures.
• Establish consistent service design standards, templates and approaches across the service portfolio.
• Identify opportunities to improve service efficiency, consistency and operational maturity.
• Support the onboarding of new customers, services and capabilities into Managed Services.
• Define service acceptance and operational readiness criteria and ensure these are met before launch.
• Work with project and delivery teams to identify operational risks and ensure smooth transition into support.
• Facilitate service design workshops, reviews and operational health assessments with key stakeholders.
• Contribute to bids, proposals and customer growth opportunities by ensuring services are practical, scalable and supportable.
• Support the continued development of the Service Design capability as Penten Amio grows.

• Experience in service design, service management, operational design or a closely related discipline.
• Strong understanding of service operating models, processes and workflows.
• Practical knowledge of ITIL principles and service management practices.
• Experience supporting service transition, onboarding or operational readiness activities.
• Ability to identify operational challenges and turn them into practical, sustainable improvements.
• Experience working across technical, delivery and service management teams.
• Confident workshop facilitation and stakeholder engagement skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Experience defining or working with service metrics, KPIs, SLAs, OLAs or other service performance measures.
• Strong organisational skills, with the ability to manage competing priorities in a fast-moving environment.
• A collaborative, curious and continuous-improvement mindset, with the confidence to constructively challenge existing ways of working.
• ITIL certification or equivalent service management experience.
• Experience working within Managed Services, Government, Defence, technology or other security-focused environments.
• Experience with JIRA and Confluence.
• Experience with Visio, BPMN or other process/service modelling tools.
• Familiarity with service management and monitoring platforms such as Freshdesk or Grafana.

At Penten Amio, we value our employees and offer a comprehensive benefits package, including:

• Life Insurance - 4x salary
• 2:30pm finish on Fridays
• Option to work a 9-day fortnight
• Private Health Scheme
• EV Salary Sacrifice Scheme
• Salary Sacrifice Company Pension, matched up to 10%
• 25 days' holiday + Bank/Public Holidays
• Enhanced Maternity & Paternity Leave
• Free on-site parking
• Casual dress code
• Free fruit in the office

• Have relevant experience in service design, service management, operational design, IT delivery or a related field; and
• Be a British citizen; and
• Hold, or be eligible for, UK National Security Vetting (NSV) - SC

We recognise that great candidates don't always follow a traditional career path. If you have transferable experience and can demonstrate the ability to manage operational controls, analyse complex service issues and drive improvements, we'd encourage you to apply.

Penten Amio is committed to providing equality of opportunity for all. We aim to ensure our workplaces are free from discrimination and that our current and future colleagues are treated fairly and with dignity and respect. Please inform us of any reasonable adjustments that we may need to make.