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.