About us:
Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.
Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.
Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…
We're hiring an experienced IT Service Design Lead - Security Systems to support a major programme across Access Control, CCTV, Intercom, ANPR and wider physical security technologies. This role will focus on reviewing, designing and improving the IT operating and service model that underpins physical security systems, ensuring services, suppliers, and operational processes are aligned to long-term strategic goals.
The role combines service design, operating model definition and supplier governance with oversight of agreed roadmap and improvement activities. It requires significant experience in IT Operating Model (ITOM) assessment, service transition, supplier performance and service design, rather than hands-on engineering or pure delivery management.
You will work closely with internal stakeholders, operational teams and external vendors to review existing outsourced arrangements, assess current support models, identify risks or inefficiencies, and design a future-state operating model for physical security systems. This includes defining ownership, support boundaries, escalation models and governance, while supporting planning for future improvements and transitions.
Please note: this is a hybrid role, requiring at least 1 day per week onsite at our customer’s Heathrow office.
Required skills & qualifications:
* Strong commercial background, ideally with experience managing outsourced service agreements and complex vendor landscapes
* Good understanding of physical security technologies such as access control systems, CCTV, intercoms, ANPR, and related platforms from a service and operational perspective
* Proven experience reviewing and designing IT operating models, service support structures or service transition approaches
* Experience assessing vendor performance against SLAs, KPIs and contractual obligations
* Ability to analyse existing support models (L1-L3), escalation paths and incident management processes
* Experience identifying service risks, inefficiencies and improvement opportunities within regulated environments
* Strong communication and stakeholder management skills, with the ability to work across IT, security, property and commercial teams
Key responsibilities & duties include:
* Review existing outsourced contracts and service agreements supporting CCTV and physical access systems, identifying risks, gaps and improvement opportunities
* Assess current IT operating and support models for physical security services, including 24/7 support requirements, escalation paths, and integration with wider IT
* Analyse service performance data, incident trends and vendor reporting to identify service improvements and risk of degradation
* Design and document a future-state IT Operating Model for physical security systems, including:
o Service ownership and accountability
o Support boundaries and escalation models
o Governance and decision-making structures
o RACI and handoff points between internal teams and suppliers
* Evaluate options for outsourced, hybrid or in-house service models, supporting supplier strategy and transition planning
* Work with IT leadership to ensure alignment with enterprise service management frameworks (e.g. ITIL, SIAM)
* Support planning and transition activities for any approved changes to service delivery
* Act as a central coordination point across internal stakeholders, security teams, property functions and external vendors
Desirable skills:
* Experience working within the aviation or airline industry
* Background with vendor exit, re-sourcing or contract negotiation
* Familiarity with regulated or safety-critical operational environments
What’s in it for you:
* An opportunity to join a fast-growing company
* Options for career advancement
* Learning and development opportunities
* Flexible working environment
* Competitive salaries based on experience
Equal Opportunity Employer:
Amach is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform.
If you are passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we would love to hear from you!
Not for you?
Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities.
P.S. Share this with friends and co-workers! Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people.
At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.
Your personal data
Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR). We will comply with data protection law and principles, which means that your data will be:
* Used lawfully, fairly and in a transparent way
* Collected only for valid purposes and not used in any way that is incompatible with those purposes
* Relevant to the purposes we have told you about and limited only to those purposes
* Accurate and kept up to date
* Kept only as long as necessary for the purposes we have told you about
* Kept securely
If you would like to contact us about your data, please use the following address: info@amach.com