Service Designer

Job Purpose

This role will be responsible for the overall Service and Technical Design of the Voice Communication systems within NATS. They will lead and integrate the Service Group specific Operating Model definitions, associated Business Processes and Technical Solution Design elements.

Principal Accountabilities

• Accountable for the end-to-end Service Design for Voice and Communication systems to Programme and Service Operational Customers
• Govern the solution and service design across the capabilities that underpin the consumer service, Physical Design Envelope and Usage of Asset (Service Assets and Products) within Service area
• Own the service component design and ensure they are established and maintained in accordance with NATS operational , service and security regulations
• Provide design solutions to engineering occurrence recommendations (STARS) + Approve proposed changes to service components ensuring that design records are maintained
• Develop relationships with customers at the highest level to identify potential areas for future development
• Ensures that a service catalogue of available services is created and maintained and that Service Level Agreements are complete and cost effective
• Escalate issues and risks into the programme team relating to gaps or mismatches in service design
• Provide support and guidance in balancing Long Term \ Short term cost benefits across the “capabilities”. Potentially trading cost /benefit in one area for another to benefit the overall Consumer service

Qualifications and Skills

• Degree in an Engineering, Business or IT subject and equivalent knowledge acquired through experience in a safety critical environment. Qualification and experience must balance technical engineering with business acumen to meet both the technical and business management requirements of this role
• An accomplished, credible and respected leader with well-developed communication, influencing and negotiation skills gained in a complex organisation undergoing significant transformation
• Previous experience of people management and leading a team
• A proven track record of balancing risk with reward/return
• Proven leadership of multi-disciplinary teams across the full service lifecycle and through a matrix based, safety related organisation
• Career record of leading successful business change programmes or success in a business relationship management role
• Strong written and verbal communication skills with a proven ability to influence at all levels
• Strong interpersonal skills and able to effectively communicate with and influence internal and external stakeholders up to a senior level
• High levels of energy, drive and resilience, with the flexibility to thrive in a fast-paced, dynamic environment