Service Design Analyst

We’re offering an exciting opportunity to help shape and optimise the design of multiple managed security services delivered to a single, strategic client. As a key member of our growing team, you’ll bring a passion for cybersecurity, service design, and operational excellence, ensuring that all services are delivered to the highest standards and in alignment with client expectations. In this role, you’ll take ownership of the design, documentation, and continual improvement of a bespoke portfolio of security services for a valued client. Working closely with Service Delivery Managers, operational teams, and technical experts, you will ensure services are clearly defined, effective, and evolve alongside client needs. If you’re ready to make a lasting impact within a client-dedicated environment, we’d love to hear from you.

Responsibilities:

• You will play a key role in ensuring our managed services are properly designed, documented, and continuously enhanced to meet the evolving needs of the client.
• You will be empowered to drive service improvement initiatives and embed service excellence into our operations.
• Service Design & Documentation

• Design and maintain detailed service documentation tailored specifically for the client, including service descriptions, process flows, service blueprints, and operational procedures.
• Define and maintain client-specific SLAs, OLAs, KPIs, and service catalog entries across the managed services portfolio (e.g., SIEM, SOC operations, Threat Intelligence).
• Create and update onboarding materials, escalation paths, playbooks, and operational runbooks specific to the client environment.

• Work closely with the Service Delivery Manager, project managers, and technical teams to support the smooth onboarding of new or updated services into live operation for the client.
• Develop service readiness criteria, transition plans, and handover packs to ensure seamless handovers to operational teams.
• Participate in service acceptance testing and service validation activities before go-live.

• Identify, prioritise, and document service improvement opportunities in collaboration with the Service Delivery Manager and operational teams.
• Maintain a client-specific Continual Service Improvement (CSI) register, tracking all ongoing improvement initiatives.
• Analyse service performance data (e.g., incident trends, SLA performance) to drive enhancements in service efficiency and quality.

• Support Service Delivery Managers by providing service design insights, documentation, and technical explanations during client discussions and service reviews.
• Attend client meetings or workshops as needed to support onboarding, service reviews, or continuous improvement discussions.
• Act as a key point of knowledge for how services are structured and operate for the client.

• Ensure that all service designs and processes align with internal governance standards, as well as client regulatory and compliance requirements (e.g., ISO 27001, NIST CSF, GDPR).
• Maintain audit-ready service documentation and assist during audits or compliance reviews specific to the client’s environment.
• Support risk assessments related to service operations, ensuring identified risks are appropriately documented and mitigated.

• Manage a structured library of client-specific service documentation, ensuring materials are version-controlled, accessible, and up-to-date.
• Track and document all service design changes and ensure these changes are communicated and implemented effectively.
• Assist with internal and client reporting activities by providing accurate service design and performance data as needed.

Experience / Skills:

Essential

• Experience in service design, service management, or service transition roles within cybersecurity, ITSM, or a managed services environment.
• Strong working knowledge of the ITIL v4 framework and experience applying it to service design and improvement.
• Experience supporting or delivering services to a single strategic client (rather than multi-tenant environments).
• Ability to produce detailed service documentation, process diagrams, and clear operational instructions.
• Understanding of cybersecurity managed services such as SIEM, SOC operations, Threat Monitoring, and Incident Response.
• Strong organisational skills and attention to detail.
• Excellent communication skills, able to work effectively across technical, operational, and client-facing teams.

Desirable

• ITIL v4 Foundation or higher certification.
• Experience designing or supporting managed services in a regulated environment (e.g., finance, healthcare, government).
• Familiarity with service management tools such as Jira Service Management or ServiceNow.
• Working knowledge of cybersecurity tools like Splunk, Sentinel, QRadar, or SOAR platforms.
• Experience supporting Continual Service Improvement (CSI) activities and tracking improvements against service KPIs.

Desirable competencies:

• Ability to work closely with Service Delivery Managers and client success teams to support a single client’s needs.
• Ability to identify and document client-specific operational risks and drive improvements to mitigate them.
• Comfortable supporting client engagements, including onboarding sessions, service reviews, or audits.
• Familiarity with business continuity and disaster recovery planning considerations within service designs.
• Willingness to travel occasionally for client workshops or service reviews, as required.

What do we offer in return?

We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits:

• Flexible working
• Financial & Investment Pension
• Life Assurance
• Share Save Scheme
• Maternity & Paternity leave
• Community & Volunteering Programmes
• Green Car Scheme
• Cycle Scheme
• Employee Referral Program
• Lifestyle & Wellness
• Learning & Development
• Diversity & Inclusion

So, what’s next?

If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to global.ta@nccgroup.com.

About your application

We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles. If you do not want us to retain your details, please email global.ta@nccgroup.com.

All personal data is held in accordance with the NCC Group Privacy Policy. We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage. Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.