Service Design & Introduction - ITIL

Methods Business and Digital Technology Limited is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet. We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022.

Role Description

• Candidates must have a strong track record of performing a Service Design and Introduction role, ideally with a proven knowledge and understanding of how these align with ITIL processes.
• Responsible for the planning and coordination of resources to ensure that services are effectively transitioned into service operation and that any changes to live services or retirements from live service are controlled.
• Responsible for the creation of service designs in accordance with the agreed service level targets.
• Responsible for the design and documentation of ITIL based service support models.
• Contributes to the efficiency & effectiveness of service delivery by ensuring the adherence to discrete standard models and the consideration of service-related non-functional requirements during on-boarding.
• Documentation of the responsibilities of suppliers in service support and that the responsibilities match their contractual commitments.
• Provides coordination between projects, suppliers, Service Operations, and live services teams.
• Updates to the Service Catalogue to ensure it is maintained, contains accurate information on all operational services and those being prepared to be run operationally.
• Ensuring that the service designs follow the standard approach for Capacity, Availability, Information Security and IT Service Continuity Management.
• Identification of the Operational Level Agreements and underpinning contracts required to operate the service.
• Creation or amendment of standard Service Designs, Service sheets and user-facing service collateral.
• Documentation of process flows across all in-scope service support processes.

Person Specification

• This role would best suit an individual who has a proven track record in delivery in a similar role.
• Proven Experience and execution of service design/architecture and Introduction.
• Experience of working in a high-pressured environment.
• ITIL Foundation Certificate (minimum) or Service Design Lifecycle module (preferable).
• Experience of SLA reporting, Key Performance Indicators, Dashboard reporting and Trend Analysis.
• Supplier management experience.
• Experience in case management toolsets – preferably ServiceNow.
• Excellent working knowledge of Microsoft Office – particularly Excel.
• Proven experience in communicating with a variety of stakeholders at different levels.
• Strong Team working skills.
• Able to work without supervision.
• Strong inter-personal skills.

Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy. By joining us you can expect:

• Autonomy to develop and grow your skills and experience.
• Be part of exciting project work that is making a difference in society.
• Strong, inspiring, and thought-provoking leadership.
• A supportive and collaborative environment.

As well as this we offer:

• Development – access to LinkedIn Learning, a management development programme, and training.
• Wellness – 24/7 confidential employee assistance programme.
• Flexible Working – including home working and part time.
• Social – office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes.
• Time Off – 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year.
• Volunteering – 2 paid days per year to volunteer in our local communities or within a charity organisation.
• Pension – Salary Exchange Scheme with 4% employer contribution and 5% employee contribution.
• Life Assurance – of 4 times base salary.
• Private Medical Insurance – which is non-contributory (spouse and dependants included).
• Worldwide Travel Insurance – which is non-contributory (spouse and dependants included).
• Enhanced Maternity and Paternity Pay.
• Travel – season ticket loan, cycle to work scheme.

For a full list of benefits please visit our website.