If you’re someone who thrives on turning business needs into well‑designed, reliable IT services that just work, this could be the role where you make a real impact. Our Service Strategy & Design team is right at the centre of shaping how services are created, delivered, and supported across the organisation. And we’re looking for someone who can help us make sure every service is consistent, compliant and aligned with our IT Strategy.
You’ll join a team that works with colleagues from all corners of the organisation to make sure services are properly thought through before they ever go live. You’ll be considering everything from infrastructure and applications to people, partners and cost, and making sure operations can support the service from day one. It’s a role that sits right between the business, the technical teams and operational support, ensuring that every service is designed with the full picture in mind.
Day‑to‑day, you’ll take the lead on shaping and defining how services should work. You’ll design service models that pull together all the technical, operational and support elements, making sure we’ve understood the impact on teams, resources and finances. You’ll work closely with value stream leads, delivery teams, IT operations and third‑party partners to gather requirements, challenge what needs challenging and turn non‑functional requirements into clear expectations, SLAs and OLAs.
You’ll be the familiar face people turn to in early project conversations, helping them understand what “good” looks like from a service perspective. And when it’s time to move towards delivery, you’ll make sure documentation is complete, knowledge is transferred and the Service Transition team has everything they need to safely introduce the service into production.
You’ll also play a part in improving how we do service design as a practice, helping to mature our standards and using real operational data to spot opportunities for optimisation. Alongside that, you’ll keep an eye on the risks associated with your portfolio, helping the business understand potential impacts and supporting governance conversations so that service design is always on track.
We’re looking for someone who brings a solid understanding of ITIL (ideally v4), with experience in service design or service architecture within an operations environment. You’ll be comfortable working with ITSM tooling, familiar with modern infrastructure, cloud and DevOps approaches, and confident navigating complexity across multiple teams and partners globally. Strong communication and influencing skills are key, along with the ability to work flexibly, iterate quickly in an Agile environment, and think both strategically and practically about service outcomes.
If you enjoy shaping services that are reliable, supportable and genuinely add value — and you like working with a wide range of people across different teams — this could be a brilliant next step.
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