Service Designer in Uxbridge

A service designer works with platforms, products and project teams within client's Transform to follow the service design process to produce service architecture, service design specifications, and complete the service onboarding to the respective tools, process, services and people for a successful go-live.

Contract - 6 months (high potential to extend further)

Location - Waterside (UB7 0GB) (2-3 days per week onsite)

Pay - attractive daily rate (inside IR35)

Roles and Responsibilities:

• Own and govern the review of new or amended services, the service design elements of any new IT products, platforms or services, and the definition of the services/support 'wrapper'.
• Engage with project/product teams and define operating model, support model, delivery model, ServiceNow specifications, observability specifications and documentation required for service support and service operations.
• Validate the service architecture to ensure its fit for use, fit for purpose, its scalable and flexible to meet the demands of measuring business services.
• Establish and document the non-functional, service specifications and tool specifications for any new or changed services and represent these at all project gateways to assure that these requirements are being delivered.
• Ensure that the knowledge transfer required for service operations and support teams are complete and signed off by the service owners.
• Guide the product and project teams to adopt the self-serve service onboarding in ServiceNow.
• Implement and maintain the agreed Service Strategy that aligns and compliments the client's Transform vision and strategy.
• Represent I&O and support architects across all disciplines within IAG Transform and ensure all proposed solutions fit within the strategic direction of the support model.
• Ensure that all changes are assessed and supportable, establish and maintain the service architecture and best practice.
• Create all the required templated artefacts needed to support the business demand, whilst ensuring agility, pace and diligence throughout the service life cycle.
• Support and enable the service portfolio (ie, current and future shape of service), including identifying new services, defining the life cycle of all services, prioritising investment initiatives for new/improved tooling and services based on business priorities.
• Liaise closely with service partners and suppliers where third-party work or packages involve significant architectural decisions.

Innovation and Process Improvements:

• Lead proof-of-concept initiatives to automate the resolution of service onboarding.
• Identify service patterns to produce new ways of producing service design and onboarding.
• Responsible to identifying service optimisation initiatives to mature the overall service.
• Identify the needs of the service operations and support teams and improve the service onboarding artefacts to meet the demands.
• Design and oversee the implementation of ITSM tooling solutions that support ITIL-aligned processes.
• Work collaboratively with cross-functional teams to ensure integration of ITSM tools with other essential enterprise tools (eg, monitoring, CMDB, service desk, automation tools).

Skills Minimum Requirements:

• Extensive experience (typically 15+ years) in delivering service architecture, service design and service onboarding in a large scale enterprise for green field and brownfield products and platforms.
• Excellent understanding of service methodologies, Service Management and ITIL Framework.
• Proven track record of designing service management processes and procedures, service models, support models, operating models and delivery models.
• Strong experience in converting user stories to technical specifications for service now team to develop and deploy solutions required by the project/product/platform teams.
• Proven experience in defining NFR's and be part of the vendor selection process.
• Strong Service support commercial background and costing knowledge.
• Proven track record of successfully working with Service operations teams.
• Possess strong knowledge in cloud platforms such as AWS & Azure, SaaS platforms, SAP platforms.
• Previous experience of working in service design and onboarding of Central finance, procurement, HR products and platforms.
• Capable of defining and onboarding Ai products and ai agents operating models and support models.
• Strong experience of challenging, identifying and delivering continual improvements.
• Experience with industry standard SDLCs, including but not limited to Agile, Waterfall, Hybrid, product operating model, etc.
• Experience and knowledge of Service now platform, preferably ITSM/ITOM/AIOps including metrics intelligence.

Additional/Desirable:

• Strong understanding of ITSM best practices and principles; ITIL V4 certification is preferred.
• Experience of managing and working with vendors/offshore teams to support day-to-day activities.
• Ability to lead and motivate cross-functional teams and the skill to influence stakeholder decision-making with data-driven insights.
• Extracting requirements from business stakeholders and documenting them in a succinct manner.
• Flexibility to adapt to changing organizational requirements, technologies, and methodologies.
• Excellent communication skills with a capacity to present, discuss and disseminate technical concepts in a business language to multiple audiences.
• Deep understanding of service value for customers and driving continuous improvement through automation.
• Initiates and manages changes to help shape the future direction of IAG Transform and Organisation.
• Collaborative, open-minded work, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the Organisation.
• Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.

Critical Skills:

• Excellent analytical, problem-solving, and strategic thinking skills.
• Strong communication and interpersonal skills with the ability to work effectively with cross-functional teams.
• Exceptional organizational, communication, and interpersonal skills specific to a fast-paced, global corporate environment.
• Robust problem-solving and analytical capabilities.
• Experience in vendor management and negotiation.
• Excellent verbal and written communication skills to effectively convey change proposals, document architecture and processes and liaise with stakeholders at all levels.
• Meticulous attention to detail to ensure accuracy and thoroughness.

What you need to do now:

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.