Service Designer

RS Group is currently seeking a permanent Service Designer to join our team. In this role, you will take charge of delivering Service Design, transition, and introduction activities. Your responsibilities include reviewing incoming changes to determine their suitability, developing and documenting service design and support requirements into a clear, cohesive support model. Collaborating with project and service teams, you will enable and support the design and delivery of high-quality services aligned with RS business requirements.

What you’ll be doing

• Manage all service design activities, from initial Service Impact assessment to creating Service design packages and BAU support model documentation.
• Engage in the early stages of technical or service solutions, integrating them with existing service models or identifying necessary updates within the Impact Assessment stage.
• Develop fit-for-purpose service design processes across the assigned project/program portfolio, aligned with the Service Portfolio and IT operating model.
• Determine the fitness for purpose of service designs, assessing readiness against agreed service acceptance criteria.
• Own and create Operational Working Agreement(s), defining responsibilities, service support processes, and communications.
• Represent Service and Operational interests in the early phases of programs or projects, specifying key Non-Functional Requirements and validating compliance with agreed Business Criticality.
• Assure that solution and service designs correctly include the current operational environment and business and operational needs.
• Work with the Service Transition Manager to identify and define Knowledge Transfer plans for transitioning services from project delivery to business as usual.
• Coordinate with the Service Transition Manager to identify and define go-live, early-life support service acceptance criteria.
• Identify risks related to non-compliance of Service Design or Operational Acceptance Criteria and collaborate with the project team to take remedial actions.
• Develop and define appropriate resourcing profiles, support costs, and licenses for delivering the required service over the service lifecycle.
• Validate design outcomes to ensure they meet operational, technical, architectural, service support, and user needs for agreed BAU service delivery.
• Ensure completion and sign-off of the appropriate Service Design Pack documentation for service readiness.
• Work with the Project Manager to interface with third-party suppliers, involving agreement, planning, timelines, and quality of deliverables.
• Collaborate with the Project Manager to create Service Design plans, feeding into the overall project plan and tracking key service readiness milestones from project initiation through the Build/Test phase.

About you

In this role, you’ll have the opportunity to foster a culture of Continual Service Improvement for the Service Design & Introduction approach and processes. Consistently exploring ways to meet stakeholder expectations, enhance customer and user satisfaction, and improve overall effectiveness and efficiency.

Ideal candidates should have expertise in:

• Defining services for running, operating, and changing, translating technical and business requirements into Service design artifacts including , creating and updating a wide range of service documentation and IT Operational process maps.
• Exposure or experience in Infrastructure, Digital, SaaS, Application (SAP), or Supply Chain technologies.
• Service Delivery/Service Management across various disciplines, including managing third-party suppliers in multi-customer and provider environments.
• Strong process competencies with a solid understanding of the Service Value chain.
• Operating within complex operational environments with multiple interdependencies across internal and external matrix organizations.
• Managing conflicting demands and priorities, with a track record of handling the change and transition aspects of multiple simultaneous new/changed IT services.
• High level of ITIL awareness, actively practicing ITIL Service Design best practices, preferably holding ITIL

The extras you’ll get

At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:​

• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation​
• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome​
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause​
•  Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery​
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.