Overview
If you’re someone who thrives on turning business needs into well‑designed, reliable IT services that just work, this could be the role where you make a real impact. Our Service Strategy & Design team is right at the centre of shaping how services are created, delivered, and supported across the organisation. And we’re looking for someone who can help us make sure every service is consistent, compliant and aligned with our IT Strategy.
Responsibilities
* Shape and define how services should work, pulling together all technical, operational and support elements.
* Gather and challenge requirements with value stream leads, delivery teams, IT operations and third‑party partners, turning non‑functional requirements into clear expectations, SLAs and OLAs.
* Serve as the familiar face during early project conversations, helping stakeholders understand what “good” looks like from a service perspective.
* Ensure documentation is complete, knowledge is transferred and the Service Transition team has everything they need to safely introduce the service into production.
* Improve the service design practice by maturing standards and using operational data to spot optimisation opportunities.
* Monitor risks associated with the service portfolio and support governance conversations so that design stays on track.
Qualifications
* Solid understanding of ITIL (ideally v4) and experience in service design or service architecture within an operations environment.
* Comfortable working with ITSM tooling and familiar with modern infrastructure, cloud and DevOps approaches.
* Ability to navigate complexity across multiple teams and partners globally.
* Strong communication and influencing skills.
* Flexible, able to iterate quickly in an Agile environment, and think both strategically and practically about service outcomes.
If you enjoy shaping services that are reliable, supportable and genuinely add value — and you like working with a wide range of people across different teams — this could be a brilliant next step.
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