Service Design Lead
The Client
Based in London my client are a prestigious Professional services organisation boasting a workplace with cutting edge people that is moving with the modern ways working. Named as one of the leading professional services organisations places to work for 3 times in a row, the work environment attracts a seasoned professional who wants to be part of the best of breed.
The firm is embarking on a strategically significant transformation initiative: the implementation of a Target Operating Model (TOM) for Global Support Functions. This initiative is designed to align operations with the firm's strategy. The project aims to deliver a consistent core service to partners and fee earners by prioritising the most value-added activities, while enhancing effectiveness through simplification of the operating model and the removal of duplicated roles, activities, and tasks. The new model will underpin objectives across client growth, operational excellence, and commercial discipline.
This initiative is central to firms client growth strategy and demands a disciplined approach to delivery, robust governance, and proactive management of organisational, data, and technology dependencies.
Job Overview
We are seeking a strategic and proactive Service Design Lead to support our Transformational Programme. This role will play a critical part in supporting the successful delivery of a global operating model transformation within a professional services environment.
The Service Design Lead will work closely with senior stakeholders, a dedicated programme team and wider stakeholders across multiple geographies.
Who you will work with
The role will work primarily with our Senior Executives and the Programme Team to design and deliver a global operating model.
What you will be responsible for
Working in collaboration with the Senior Leadership and Programme:
Create and establish a Global Service Portfolio framework
Lead the end-to-end design of services across all channels ensuring they meet user needs and deliver business value
Develop overall service blueprints, journey maps, personas and interaction models to optimise service delivery
Facilitate co-design workshops and service design sessions to develop detailed service processes including process mapping, handoffs and SLAs in accordance with the operating model
Conduct research, prototyping and usability testing to validate service concepts and ensure accessibility and effectiveness
Research and propose alternative service delivery concepts to maximise value and efficiency
Establish and maintain service design principles and guidelines to ensure consistency across the global service portfolio
Ensure service designs are enabled with scalability, future adjustments or enhancements and aligned with overall standards
Define and embed service-level performance metrics keeping them in line with Global Operating Model requirements
Translate service designs into operational requirements, working with the People Lead and Operating Model Lead to embed these into the Operating Model and Organisational designs
In conjunction with the Change Manager, document all information and materials to enable training, playbooks and adoption of services
Ensure risk, control and compliance requirements are built into the service level designs
Manage the service level change impact assessment
Work in collaboration with Stakeholders and Programme members to define the overall roadmap and phasing of the service delivery in conjunction with the operating model changes
Your career experience so far
Proven track record in designing and implementing end to end services within complex global organisations
Significant experience in service design, customer experience, and process optimization across multiple channels.
Strong background in human-centered design (HCD), including user research, journey mapping, and prototyping.
Experience developing service blueprints, personas, and interaction models to improve service delivery.
Demonstrated ability to translate strategic objectives into actionable service designs aligned with operating model constraints.
Proposed and implemented alternative service delivery models to maximise value and efficiency
Skilled in leading service-level impact assessments and adoption activities for large-scale transformations.
Exposure to risk, compliance, and control requirements within service delivery environments.
Experience in facilitating co-design workshops and engaging diverse stakeholders, including customers and frontline teams.
Ability to manage service design roadmaps, prioritization, and iterative improvement cycles.
Familiarity with performance measurement frameworks
Competence in change management and embedding new service designs into BAU operations.
High proficiency in design and visualization tools
TPBN1_UKTJ