Service Integration & Operations Lead (we have office locations in Cambridge, Leeds & London)
Core
Lead operational activity for the Use Research Data (URD) service, ensuring seamless onboarding, access, and support for researchers.
Role type
Senior Service Integration & Operations Lead
Builds
Reliable researcher experience across onboarding, access, airlock coordination, and service delivery
Domain
Healthcare/Genomics research operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Cross-functional team leadership, operational risk management, end-to-end user journey design, incident escalation management, vendor/partner coordination, data-driven continuous improvement
Preferred skills
ITIL/ServiceNow/Jira familiarity, access management/identity processes, service transition experience, regulated environment operations
Technologies
ServiceNow, Jira, ITIL
Responsibilities
Coordinate researcher journey from onboarding to support; manage operational dependencies and cross-service risks; lead operational KPI development; resolve issues across squads and vendors; act as primary lead for external partners; ensure operational transparency and incident follow-through
Seniority
Senior, hands-on IC
