Service Designer

About the Role

We are looking for a hands-on ICT professional to support a major digital uplift program within a large and evolving technology environment. This role focuses on improving how ICT services are designed, transitioned, and operated during periods of change, including outsourcing, vendor transitions, infrastructure migration, and security uplift activities.

This is not a purely advisory role. You will be directly responsible for identifying problems, designing solutions, and producing the documentation that enables the organisation to make informed decisions and operate effectively.

Key Responsibilities

• Support and de-risk the transition of ICT services, including vendor changes and cloud or on-prem infrastructure moves
• Identify operational issues, explain risks clearly to leaders, and drive practical solutions
• Define and document roles and responsibilities across teams and vendors
• Create and maintain service design documentation such as RASCI matrices, process flows, and SOPs
• Develop clear decision briefs and executive summaries outlining options, risks, and recommendations
• Map current and future (“As-Is” and “To-Be”) service processes, including multi-vendor hand-offs
• Apply user-centred design principles to improve service delivery
• Facilitate workshops and support stakeholder engagement and journey mapping
• Contribute to workforce, operating model, and governance improvements
• Support change activities including communication, engagement, and training

About You

• Strong practical experience in IT Service Management (ITSM) or service transition environments
• Proven ability to produce clear, high-quality documentation and diagrams
• Experience tracing services end-to-end, from user experience through to infrastructure
• Confidence working through ambiguity and building consensus without relying on formal authority
• Strong attention to detail, particularly when defining roles and accountabilities (RASCI)