Service Controls Lead

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 and require support in strengthening the operational controls that keep our services stable, reliable and continuously improving.

We're looking for a Service Controls Lead to take ownership of the processes that underpin effective service delivery, including Incident, Problem, Change, Release Management and Service Governance. This is a hands-on role where you'll work across service delivery, engineering, project and customer teams to bring structure, consistency and continuous improvement to a growing Managed Services environment.

The Service Controls Lead will lead and continually improve the operational controls that support our services.

• Lead the management of major incidents from initiation through to resolution, coordinating technical teams and stakeholders during service-impacting events. This role will be part of an on-call rota for Major Incident Management.
• Own and drive Problem Management, using service data to identify recurring issues, trends and underlying causes.
• Facilitate root cause investigations and ensure corrective and preventative actions are tracked through to completion.
• Govern Change Management activities, ensuring appropriate risk assessment, approval and communication.
• Chair or support Change Advisory Board (CAB) activities and review changes within delegated authority.
• Ensure releases and deployments are planned, tested and delivered in a controlled and consistent manner.
• Develop and maintain practical service control standards, processes, playbooks and working practices.
• Develop operational dashboards and reporting, using service data to identify trends, risks and improvement opportunities.
• Support service reviews, governance forums and assurance activities, presenting clear findings and recommendations to leadership and customers.
• Coach and enable Service Desk Analysts, Engineers and Service Leads to confidently perform control activities within their services.

• Practical experience of Incident, Problem, Change and/or Release Management within a service delivery environment.
• Strong analytical and problem-solving skills, with the ability to identify patterns, trends and underlying causes.
• Experience leading or coordinating major incidents and working effectively under pressure.
• A structured approach to root cause analysis, risk assessment and corrective action management.
• Experience working across technical, operational and customer-facing teams.
• The ability to use service data and reporting to identify operational risks and drive measurable improvements.
• Good understanding of IT service management principles, including SLAs, KPIs and service performance.
• Strong communication and influencing skills, with the confidence to work with both technical and non-technical stakeholders.
• A pragmatic approach to governance - able to balance effective controls with the need for agile and efficient service delivery.
• A proactive mindset, with the confidence to challenge poor practice constructively and take ownership of issues through to resolution.
• ITIL qualification or equivalent service management experience.
• Experience working in Government, Defence, national security or another highly regulated/controlled environment.
• Experience with ITSM platforms such as Freshdesk, Jira Service Management or similar.
• Experience with Jira and Confluence.
• Experience developing dashboards or analysing service data using Excel, Power BI or equivalent tools.

At Penten Amio, we value our employees and…