Behind the scenes at Genomics England: Managing services in genomics and healthcare

Genomics England plays a critical role at the intersection of healthcare, science, and technology.  

Partnering closely with the NHS, we provide whole genome sequencing at scale, equip researchers with access to the National Genomic Research Library, and help uncover the causes of rare conditions and cancer, to support the development of new diagnostics, treatments, and care pathways.  

In this blog, Service Manager Lewis Cracknell shares more about the vast amount of work happening behind the scenes, to ensure these services remain safe, reliable, and available when they matter most. 

What does a Service Manager do? 

Though the science often takes centre stage, delivering genomics at a national scale requires a complex ecosystem of services.  

For example, platforms to securely manage vast volumes of genomic data, services that enable researchers to safely access that data, systems that support healthcare delivery, and internal services that empower our people to do their best work.  

All of this must operate seamlessly, securely, and continuously. That is where Service Management comes in. 

At its heart, Service Management is about ensuring that services deliver value and can be relied upon day in, day out.  

As a Service Manager at Genomics England, my core responsibilities focus on the day‑to‑day operation of services: ensuring availability, continuity, and coordinating responses when things do not go to plan. Clear decision‑making and calm leadership are essential. 

While much of my work is preventative and proactive, there are moments where rapid response is required. In those situations, Service Managers act as a central point of coordination, bringing together technical teams, suppliers, and stakeholders to restore services safely and as quickly as possible.

Communication is key 

I am the Service Manager for Scalable Technology, which provides the infrastructure for the rest of the organisation. If you imagine Genomics England as a house, Scalable Technology is the foundations, plumbing, and electricity — largely invisible when it works well, but absolutely essential. 

My day‑to‑day often involves coordinating changes across this landscape. That means ensuring changes are properly risk assessed, understood, and communicated before they are implemented.  

Change that particularly has an impact on either our healthcare or research environments, or both, must be managed carefully. The goal is always to improve services while minimising risk to patients, participants, and users. 

A significant part of my role also involves working closely with suppliers. This includes partners who provide support and services across our data centres, networks, firewalls, security tooling, and business systems.  

Strong supplier relationships are critical — not just when everything is running smoothly, but especially when we need to respond quickly to incidents or unplanned events. 

Above all, communication is a constant thread throughout my work. Whether it’s notifying teams of upcoming changes, providing updates during incidents, or translating technical issues into clear, accessible messages, communication is central to effective service management. 

Why service management matters in healthcare 

Service Managers are often the people working quietly in the background, ensuring that complex services remain safe, resilient, and dependable. When things are running smoothly, our work is largely invisible. However, in the context of genomics and healthcare, the importance of this role cannot be overstated.  

The services we support underpin clinical decision‑making, research outcomes, and ultimately patient care. Reliability, security, and continuity are not just technical goals; they are ethical responsibilities.  

Service Management provides the structure, discipline, and governance that allows innovation to happen safely. It enables teams to move fast where appropriate, while ensuring risks are understood and managed. 

My journey to service management

Before joining Genomics England, I spent around ten years in the crop production and agriculture industry, working closely with agronomists and farmers to drive the adoption of technology.  

While the sector was very different, the underlying principles were similar: critical services, real‑world impact, and the need for technology to work reliably in challenging conditions. 

I joined Genomics England in January 2022. One of the things that attracted me was the organisation’s mission and values. I am passionate about the industries I work in, and I want to be at organisations that have a clear sense of purpose.  

Supporting the healthcare and research communities, and contributing to work that has a direct impact on patients, is something I feel genuinely proud of. 

Impact for patients and participants 

While my role is not patient‑facing, the impact of service management is very real.  

When a disruption to service operation occurs — whether internal or global in nature — I often mobilise teams across the organisation to respond.  

Our approach needs to be precise, measured, and calm. Not all factors are within our control, but what is within our control is how we respond and communicate. Prompt, clear communication helps clinicians, researchers, and internal teams understand what is happening and what to expect.  

Our north star is always safe service restoration as quickly as possible. The faster services are restored, the faster results can flow back to clinicians and patients, helping to support diagnoses, treatment decisions, and ongoing research.  

Reliable services enable researchers to continue their work uninterrupted, contributing to the discovery of new treatments, and programmes that ultimately have real life impact for patients and families affected by rare conditions and cancer.