Service Integration & Operations Lead

Location: London, United Kingdom, with blended working and office attendance expected at least twice a month. Office locations include London, Cambridge and Leeds.

Salary: £74,000 per year

Company

hirify.global enables genomic healthcare and research through national-scale genomic programmes, clinical services, research access and complex healthcare software systems.

What you will do

• Coordinate and continuously improve the researcher journey across onboarding, access, permissions, training, Airlock coordination, support and operational communications.
• Identify and manage operational dependencies, systemic bottlenecks and cross-service risks affecting delivery, user experience and reliability.
• Develop and interpret operational KPIs, service metrics and recurring pain points to drive improvement and provide leadership updates.
• Coordinate resolution of operational issues across squads, services, vendors and operational areas, ensuring clear ownership and timely handovers.
• Lead operational coordination with external partners and vendors, including SLA alignment, escalations and service delivery.
• Improve operational transparency through incident follow-through, change communications and oversight of support and onboarding workflows.

Requirements

• Proven experience leading operations across complex cross-functional teams and external partners.
• Experience improving service reliability, operational readiness, incident management and escalation processes.
• Experience designing end-to-end user journeys covering onboarding, access, support and communications.
• Ability to identify risks, manage dependencies and resolve operational challenges proactively.
• Strong relationship-building, influencing and collaboration skills with technical teams, suppliers and senior stakeholders.
• Data-driven and highly organised, with experience using service metrics, SLAs and operational insights for continuous improvement.

Nice to have

• Familiarity with ITIL, ServiceNow, Jira, supplier partnerships and cloud-based operating environments.
• Understanding of access management, identity processes, onboarding and offboarding, support models and automation opportunities.
• Experience with service transitions, launches, migrations or significant operational change programmes.
• Experience in healthcare, genomics, research or other regulated environments.

Culture & Benefits

• Blended working model with flexible team-designed working patterns.
• 30 days of annual leave plus bank holidays and the option to request up to 30 days of remote working abroad annually.
• Enhanced family leave, pension contributions with employer double-matching up to 10%, life assurance and salary sacrifice schemes.
• Individual learning budgets, training and certification support, and reimbursement for one annual professional subscription.
• Health and wellbeing benefits including gym membership, Headspace and an Employee Assistance Programme.

Hiring process

• Successful candidates undergo a Standard Disclosure and Barring Service check.
• Recruitment interviews can be adjusted to support accessibility needs.