At a Glance
- Tasks: Lead the design of innovative service models for new products and ensure seamless transitions.
- Company: Dynamic consultancy firm at the forefront of service transformation.
- Benefits: Competitive pay of up to £500/day, hybrid work model, and central London location.
- Other info: Exciting opportunity for career growth in a collaborative environment.
- Why this job: Shape the future of service design and make a real impact in a major transformation programme.
- Qualifications: Proven experience in service design and strong stakeholder engagement skills.
This is an exciting opportunity to play a pivotal role in a major service transformation programme. You'll work at the intersection of technology, operations, and business functions, taking ownership of designing robust, operationally-ready services that support innovative new products. You'll have the autonomy to shape service models, influence senior stakeholders, and ensure seamless transition into business-as-usual operations.
The Role:
- Lead the end-to-end service design process for new products and services entering production.
- Transform service requirements into practical and sustainable service management frameworks.
- Design and document key ITSM processes, including: Incident Management, Major Incident Management, Problem Management, Change Management, Release Management, and Service Request Management.
- Facilitate workshops with business, technical, operational, supplier, and support teams.
- Develop service operating models, governance structures, escalation paths, and support frameworks.
- Define SLAs, OLAs, service ownership models, KPIs, reporting requirements, and operational readiness criteria.
- Partner with architecture, engineering, security, and operations teams to ensure successful service transition into BAU support.
- Identify and manage risks, dependencies, and issues throughout the service design lifecycle.
- Drive consensus across complex stakeholder groups and ensure delivery against key milestones.
What We're Looking For:
- Proven experience as a Service Design Lead, Service Design Architect, Service Architect, Service Readiness Lead, or similar.
- Strong background in designing enterprise IT service management processes and support models.
- Expertise across Incident, Problem, Change, Service Transition, and Service Operations disciplines.
- Extensive workshop facilitation and stakeholder engagement experience.
- Experience working within complex enterprise environments.
- Strong documentation and service design capabilities.
- Ability to work independently and drive outcomes with minimal supervision.
Technical Requirements:
- Strong practical knowledge of ITIL 4.
- Deep understanding of the ITIL 4 Service Value Chain and its application within large organisations.
- Experience defining service governance, operational readiness frameworks, and support models.
- Knowledge of ServiceNow and other enterprise ITSM platforms is highly desirable.
Desirable Experience:
- Insurance or wider financial services experience.
- Digital transformation and new product introduction programmes.
- Enterprise service management implementation or improvement initiatives.
- Previous ServiceNow platform exposure.
Service Design Consultant in London employer: Consult
At Consult, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. Our North America team is dedicated to professional growth, offering robust training and development opportunities while working in a fast-paced, innovative environment. Join us to be part of a collaborative team that values your contributions and supports your career aspirations in the exciting MedTech sector.
