Service Operations Lead

About the Role

Our  world-leading Time & Frequency department is seeking a Service Operations Lead .

This is an exceptional opportunity to join the global authority in precision timing at a defining moment for UK digital infrastructure. 

Backed by a  government investment of £180 million in the  National Timing Centre (NTC) programme , we are developing a world-first resilient time distribution capability that will provide industry with a robust complement to satellite systems (such as GPS) – which are increasingly vulnerable to disruption from solar storms, jamming and spoofing. This will underpin essential services, including

• Telecommunications, 
• Online banking, 
• Emergency response, 
• Transport networks, and 
• Wider digital and data-driven operations.

Together, these services form the backbone of modern society - and your leadership will help ensure they remain secure, reliable and robust even if global navigation satellite systems fail. 

Key responsibilities:

You’ll define operational requirements, collaborate with the NTC Leadership Team, scientists and engineers, and recruit and inspire a team of specialists to deliver against KPIs and SLAs. This is a unique opportunity to shape a critical national service and drive innovation in timing technology.

• Drive strategy and collaboration with NTC leadership, scientists, and engineers.
• Recruit and develop a high-performing team across science, IT, networks, and cyber.
• Establish and manage the Service Management Centre, ensuring KPIs and SLAs are met.
• Implement robust processes and tools for ITSM, ITIL, and cyber security.
• Play a key role in risk management and technical design forums.

About You

To be successful in this role, you will have the following skills, experience, and qualifications:  

Essential:

• Proven leadership in mission-critical technical environments.
• Experience delivering complex engineering projects on time and to standard.
• Expertise in team building, recruitment, and operational planning.
• Strong stakeholder engagement and supplier management skills.

Desirable:

• Experience in Telecoms or IT engineering
• Service Operations experience
• Knowledge of timing & frequency systems
• Familiarity with telecom standards and protocols
• Understanding of ITIL principles
• Proficient with service management tools
• Strong IT skills, including automation and efficiency solutions

We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.

To work in this role, you will need to have Developed Vetting (DV) clearance with no restrictions, or you must have the ability to obtain DV clearance (with no restrictions).

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert therefore we may at any time bring the closing date forward. We encourage all interested applicants to apply as soon as practical.

About Us

The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here -  The measure of us - Overview