Senior Service Designer

The Matrix Programme is a transformation initiative involving 9 Departments (listed at end). It is a unique cross-government collaboration that will unlock simpler, better, and more joined up working by bringing together the systems, processes, and ways of working for key government functions such as HR, Finance or Procurement, commonly known as Shared Services.​

The Programme is part of the Shared Services Team, a fantastic team passionate about improving the existing shared services experience for DSIT and its partners whilst working to deliver the strategic objectives of the new Government Shared Services Strategy

We will deliver the Government’s three overarching objectives for shared services:​

1. Better experience for all users – intuitive systems that are easy to use and mobile-enabled.​

2. Efficiency and value for money – better systems and services which support productivity and seek to reduce costs.​

3. Standardised processes and data – support interoperability, making it easier to understand and compare corporate data. ​

​
Departments forming the Matrix Programme: Cabinet Office (CO), Department for Science Innovation and Technology (DSIT), Department for Culture Media and Sport (DCMS), Department for Business Trade (DBT), Department of Energy Security and Net Zero (DESNZ), Department for Education (DfE), Department for Health and Social Care (DHSC), Attorney’s General Office (AGO) and His Majesty’s Treasury (HMT).

We are looking for an experienced service designer to join the Matrix Service implementation team to lead development of end-to-end service design. This is one of a number of roles that will be responsible for designing either Core HR Services, Core Finance Services, Enabling Services, or Additional services on behalf of the Matrix Programme and the 9 cluster departments. This is an exciting opportunity to work with a wide range of stakeholders, consultants and technical specialists to implement user centred shared services for HR, Finance, Payroll & Procurement, enabled by new cloud-based technology.​

As the team scales, this role will take responsibility for parts of the service catalogue areas described above, working hand in hand with the product owner and business architect to lead development of the end-to-end service design as we move into the detail design and build phase of the programme. This will involve:​

Develop detailed plans from the Service Catalogue & Service Management Taxonomy​

Provide direct assistance & advice to the DDL for Service Implementation on the mobilisation of Service Design, Content Design, User Research & Business Architect capability, building a multi-disciplinary team empowered to solve end-to-end business problems.​

Work alongside the Target Operating Model Partner to support development of the Target Operating Model for future Matrix Services, ensuring an end-to-end mindset is applied and a user centred approach is taken.​

Build relationships with the product management team to join the dots across technology and service, and embed a positive team culture and ways of working ready for detailed design with the systems integrator​

Work with the Service Design Lead and Change Lead to build relationships with relevant departmental stakeholders.​

Drive engagement through simple and intuitive products, bringing design to life to support approval of design decisions as per the Matrix Governance Structure; including working groups and director level forums.​

Attending SI workshops to ensure the needs of the business, users and the shared service provider are understood, facilitating difficult conversations when required to solve problems and approve design decisions​

Make recommendations based on risk, complexity and constraints​

Translate decisions into products to help teams to visualise outcomes, prioritise work and adhere to agreed minimum viable product, priorities and scope.​

Understand how systems will enable multiple services in the simplest way​

Take a strategic approach to service design to ensure it meets the service vision and aligns to the TOM, applying strategic thinking to provide the best service for the end user

Skills and Experience

Required: ​

The ability to distil complex information or multiple ideas/methodologies into one clear direction for the team​

Experience partnering with and managing external suppliers and consultants to deliver outcomes​

Proven experience in influencing, changing and impacting critical decisions with both internal and external stakeholders.​

Experience in engaging, motivating, and mentoring colleagues, acting as a role model to inspire and empower others.​

Shared Service, HR or Finance Service experience desirable

We’ll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Working Together
• Communicating and Influencing