Service Design Specialist

Service Design Specialist Overview

In this role, you will be part of a team focused on developing a modern Service Management capability that integrates ITIL 4, Site Reliability Engineering (SRE), automation, and operational governance to ensure efficient and reliable service delivery. Your primary responsibility will be to convert business and technical requirements into practical service designs, ensuring that services are resilient, secure, and operational from day one.

Responsibilities

• Oversee the comprehensive design of new IT services and major modifications to existing services, focusing on people, processes, technology, information, and partnerships.
• Lead service design discovery sessions, translating various requirements including business, customer, technical, security, data, risk, and regulatory into clear service design specifications.
• Develop and maintain Service Design Packages, service models, operating models, process flows, and other supporting design documentation.
• Establish service ownership, support hours, support tiers, roles and responsibilities, escalation paths, on-call arrangements, and operational hand-offs.
• Document operational processes necessary for service support, covering incident management, major incidents, requests, problems, changes, releases, knowledge management, and continuous improvement activities.
• Incorporate requirements for availability, capacity, resilience, continuity, performance, security, observability, user experience, and supportability into service designs.
• Define service levels and health metrics, including SLAs, SLOs, SLIs, operational metrics, monitoring, alerting, dashboards, and reporting needs.
• Translate service designs into actionable tooling requirements, including service catalogue entries, assignment groups, knowledge management, CMDB/CSDM data, service mapping, and operational workflows.
• Assist in defining and evaluating Service Acceptance Criteria, providing necessary evidence for design assurance, operational readiness, and release readiness assessments.
• Identify design gaps, supportability risks, unresolved dependencies, and operational constraints; track actions to resolution.
• Support service transition activities, including knowledge transfer, support team training, communications, operational handover, and early-life support.

Requirements

• Hands-on experience in IT service management, service design and introduction, service transition, service delivery, or IT operations, preferably in a regulated or audit-controlled setting.
• Proven ability to create Service Design Packages, service models, support models, process flows, operating procedures, and governance documentation.
• ITIL 4 Foundation certification or a higher relevant qualification, with a solid understanding of ITIL 4 practices, especially in Service Design, Service Configuration, Incident, Problem, Change Enablement, Release, Knowledge, Service Level, and Continual Improvement.
• Experience in converting both functional and non-functional requirements into operational designs that are supportable and measurable, aiding in service acceptance and operational readiness.
• Strong skills in documentation, process mapping, analysis, and facilitation, capable of simplifying complex service arrangements into clear, actionable steps.

Benefits

• Competitive salary ranging from £52,400 to £71,000 per year.
• A supportive environment that promotes both physical and mental well-being.
• Flexible working arrangements that allow for a balance between work and personal life.
• Comprehensive benefits that reward dedication and contributions beyond just salary.
• Opportunities for professional and personal development within a collaborative community.

Degree Requirement: Not Specified

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