Service Designer

Service Designer – Role & Responsibilities

• Produce and maintain a Service High-Level Design (SHLD) to define and communicate the overall service solution, ensuring alignment with contractual requirements and securing customer approval.
• Develop core governance artefacts including RACI models and Requirements Traceability Matrix (RTM) to ensure clear accountability and full coverage of customer requirements.
• Lead business change activities for new tooling implementations, including requirements capture, gap analysis, data migration, and creation of training materials and local working instructions.
• Design and document the end-to-end service model, including support structures, processes, and integration points across teams, tools, and technologies.
• Support transition and operational readiness by producing process documentation, onboarding plans, service readiness testing, and ensuring resources, training, and system access are in place.

Service Designer – Requirements

• Active SC clearance (mandatory) with eligibility to work on UK-based secure programmes.
• Proven experience in service design or solution design within complex IT or telecoms environments, ideally supporting large-scale transformation or transition programmes.
• Strong knowledge of ITSM processes (e.g. incident, change management) and experience producing associated documentation such as process flows and service catalogues.
• Demonstrated ability to create design artefacts including SHLD, RTM, RACI, and service models, with strong stakeholder engagement skills.
• Ability to work in a hybrid environment with occasional travel to UK sites (Newbury, London, Birmingham) for workshops and stakeholder collaboration.