Service Design Architect
Outside IR35
Manchester / Hybrid
Day rate £600 - £650
We are supporting our client who are a European heavyweight SaaS business as they build and scale a major multi tower managed service. We need a Service Design Architect to own the end to end Target Operating Model. This role is for someone who has built and led complex services that span finance operations, KYC and onboarding, export and logistics, and contact centre environments. You will shape the entire service blueprint and the operating model and the controls and the tooling and the transition roadmap.
The client has recently created a new contact centre in Cologne, which means occasional travel between the UK and Germany will be required. This work sits at the intersection of operations, design, compliance, technology and international service delivery.
What you will do
• Own the Target Operating Model across people, process, technology, data, governance and partners
• Produce service blueprints, BPMN level workflows, routing models and exception paths
• Design the control framework for finance, KYC, AML, export compliance and audit evidence
• Specify the tooling architecture across case management, CCaaS and IVR, WFM, document handling, OCR and RPA and analytics
• Build demand and capacity models with forecasting, staffing, shift patterns and seasonality planning
• Define SLAs, OLAs, MI, dashboards, cost to serve metrics and performance models
• Lead transition planning including pilots, go live stages, hypercare and risk and change management
• Coach teams in service design, human centred design and lean operations and support continuous improvement across the programme
• Engage with UK based teams and the Cologne contact centre to ensure alignment across locations
What you bring
• Proven experience building multi tower managed services at scale
• Strong service design and operating model design background including TOM, RACI, spans and layers, service blueprinting and location modelling
• Excellent process engineering with deep BPMN expertise and comfort with queue design and workforce planning
• Strong controls understanding across finance reconciliation, KYC and AML, export documentation and audit readiness
• Familiarity with tools like Dynamics, ServiceNow, Salesforce, Genesys, NICE, Five9, Amazon Connect, UiPath, Power Automate, M Files, SharePoint and Power BI or Tableau
• Strong facilitation skills and confidence working with Enterprise Architecture, Security, Risk, Operations and Data
• Willingness to travel between the UK and Cologne when required
Why this role
This is an opportunity to shape the operating model for a European heavyweight SaaS organisation and a service that touches finance, risk, export, logistics and customer operations across multiple countries. You will work directly with senior leadership and own the design authority. You will influence tooling, governance and delivery, and produce artefacts that land at exec level.
Engagement Details
• Contract outside IR35
• Day rate £600 - £650
• Hybrid working across client site and Manchester / Cologne and remote
• Start as soon as available
Apply
If you are a senior service design architect or operating model specialist who delivers complex multi tower operating models, we want to speak to you.
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