Service Design Consultant

Description

Service Design Consultant

Location: Hybrid, from our Shoreham, Exeter, Birmingham or Manchester offices
Salary: Up to £50,000

Introduction

Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in AI (artificial intelligence) to transform how we operate and how we serve our 30,000 SME (small and medium-sized enterprise) customers. As we continue to expand our portfolio and make strategic acquisitions, we’re committed to setting new industry standards in managed service excellence and redefining what world-class technical support means.

As Service Design Consultant, you’ll support our Service Design Architect, Service Management and Pre-sales teams in delivering standard and bespoke managed services for our valued customers. Where the Architect owns the overall design of new services, you’ll help bring them to life, building co-managed versions and supporting their move into live operation. It’s a varied role, blending pre-sales support (scoping, bids and tenders) with hands-on service design and handover.

Key Responsibilities

• Join meetings and workshops with prospective and existing valued customers to capture their business and service requirements
• Work with the Service Design Architect, Product Owners, Sales and technical teams to make sure proposed services meet customer needs and are commercially feasible
• Review sales proposals before they are submitted, agreeing operational supportability with our Service Teams
• Build co-managed versions of standard services and adapt them for individual valued customers
• Write compelling tender responses and presentations for IT managed service opportunities, clearly setting out the business benefits, cost savings and value
• Lead design workshops before and after the sale, and be an active part of our bid teams
• Produce and maintain Service Design and Service Description documents
• Support the handover of won opportunities to our delivery, project and support teams, so the move into early life support is smooth
• Feed learnings back to Product Owners and the Service Design Architect to improve our standard services

Skills, Knowledge and Expertise

Essential:

• A technical or service background within an MSP (managed service provider) environment
• Strong problem-solving skills and developing strategic thinking
• Excellent communication skills, with the ability to explain technical concepts to non-technical people
• A working understanding of Microsoft 365, Azure, AVD (Azure Virtual Desktop), Windows Server, storage and hardware, and networking from HPE (Hewlett Packard Enterprise), Meraki and SonicWall
• A working understanding of cyber security, including Zero Trust, SASE (Secure Access Service Edge), CASB (Cloud Access Security Broker), EDR/XDR (Endpoint and Extended Detection and Response), Managed SOC (Security Operations Centre), vulnerability and penetration testing, Cyber Essentials Plus and ISO 27001
• A working understanding of MSP tools such as IT Glue, Datto and ServiceNow
• Strong proficiency in AI and automation
• Experience contributing to technical solutions for SME to Enterprise businesses
• A working knowledge of ITIL (Information Technology Infrastructure Library)
• Experience of bids and tenders, including written responses and bid teams
• Strong writing and confident presentation skills
• Commercial awareness of managed service pricing, margin and contract structures
• Willingness to travel to valued customer sites

Internal Job Level Reference: Specialist / Team Leader

Benefits

• Holiday Allowance – 24 days + bank holidays + birthday leave.
• Hybrid working options – performance depending.
• Enhanced maternity, paternity and adoption leave.
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.

Focus Group data privacy notice:-
https://focusgroup.co.uk/information/privacy-notice/