Designing and improving services end to end, ensuring they are user-centred, secure, and operationally sustainable
Producing and maintaining key service design artefacts, including service documentation, blueprints, support models, and service level requirements
Supporting the transition of new and changed services into live operation, contributing to readiness, documentation, and handover activities
Defining and supporting service levels, availability targets, and capacity requirements in collaboration with relevant teams
Embedding risk management, resilience, and business continuity considerations into service designs
Working closely with stakeholders to understand demand, setting expectations, and ensuring services are fit for purpose and ready to progress through governance.

Requirements

Confidence working across complex services, balancing strategic thinking with hands-on delivery
Strong stakeholder management skills, with the ability to build relationships and engage confidently at all levels
Experience designing and launching end-to-end services in a digital or IT-enabled environment
A good understanding of service lifecycles and what’s needed to move services safely into live operation
Experience creating service design artefacts such as service documentation, blueprints, support models, and readiness materials
Knowledge of IT Service Management principles and live service operations
Strong analytical and problem-solving skills
Clear written and verbal communication skills, with the ability to turn design decisions into practical outcomes
The ability to manage your own workload and priorities to meet deadlines

Benefits

A fully remote and flexible working set up
25 days annual leave, increasing by 1 day each year of service up to maximum of 30 days (plus Bank Holidays)
1 Privilege Day
4 x annual salary Life Assurance
Market leading pension scheme through Legal & General
Enhanced Family Friendly Policies
Excellent learning, training, and career development opportunities
24/7 access to our Employee Assistance Programme
A diverse and inclusive culture where everyone is respected and valued

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

service designservice documentationblueprintssupport modelsservice level requirementsrisk managementbusiness continuityservice lifecyclesIT Service Managementanalytical skills

Soft Skills

stakeholder managementrelationship buildingstrategic thinkinghands-on deliveryproblem-solvingwritten communicationverbal communicationworkload managementprioritizationmeeting deadlines