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Service Design Architect
Posting Date: 6 Jul 2025
Function: Service
Unit: Business
Location: UK Wide, United Kingdom
Ever wondered what it takes to design and deliver exceptional managed service solutions for some of the biggest corporate and public sector organisations?
In this role, you'll work closely with internal and external stakeholders to shape, define, and agree on the strategic approach for delivering complex, bespoke solutions. Acting as the service authority, you'll be involved throughout the sales lifecycle and in-life delivery process, ensuring capabilities align with customer needs. Your expertise will influence service approaches in major bids, helping secure new contracts and drive business growth—sometimes on deals worth up to £500 million.
With your input, we ensure every contract reflects a realistic, deliverable, and cost-effective service design. Most importantly, the experiences you help create will impact customer satisfaction (NPS) and our success in winning new business. This role isn’t just about designing services—it’s about shaping the future of how we support our Corporate and Public Sector customers.
What you’ll be doing:
* Delivering the optimal service model for non-standard and complex customer solutions; including defining customer requirements, designing service solutions, negotiating offerings, and developing pricing to ensure competitiveness.
* Producing high-quality bid proposal documents outlining service specifications and value; may lead bid service workstream, consolidating partner and third-party support into the overall solution.
* Negotiating with senior customer stakeholders (up to board level) on service components such as contractual schedules and SLAs, ensuring flow-down of service constraints.
* Forecasting resources accurately to meet contract requirements and suggesting mitigations for potential risks.
* Developing and implementing policies, documentation, and procedures to optimise design methodologies.
* Managing and developing strong customer relationships, ensuring understanding and compliance with key requirements, and facilitating smooth handovers to delivery teams.
* Collaborating with internal and external teams to assess customer needs and minimise delivery risks within contracted service commitments.
Skills we require of you:
* Proactive ownership and accountability for your work.
* Strong stakeholder management and interpersonal skills, with experience in customer interaction, communication, and commercial acumen.
* Confidence in presenting service models and negotiating with stakeholders.
* Ability to liaise, negotiate, and agree on service models across business areas.
* Self-planning skills to meet objectives and processes.
* Budget management experience, varying with project scope.
What we'd like to see on your CV:
* Minimum ITIL 4 Foundation, with progression towards Intermediate ITIL disciplines, including ITIL4 Managing Professional.
* Ability to influence decision-making through advice and quality work.
* Experience in delivering services to business customers.
* Interest in learning about service strategies for Corporate & Public Sector stakeholders.
* Reputation for quality and delivery.
* Experience in engineering delivery plans for small projects.
* Ability to lead transformation strategies for effective service solutions.
The role holder must be able to hold and obtain SC level clearance to ensure contractual and governance compliance.
* Competitive salary with benefits
* 10% on-target bonus
* 25 days annual leave, increasing with service
* Flexible benefits including cycle to work, healthcare, season ticket loan
* Training and development opportunities
* Option to join BT Shares Saving schemes
* Discounted broadband, mobile, TV packages, and retail discounts
* Equal family leave: 18 weeks full pay, 8 weeks half pay, 26 weeks statutory
BT offers hybrid working: work from home 2 days/week, at the contractual location 3 days/week.
Part-time and job-share considered.
BT is committed to diversity and inclusion, making a positive impact through digital inclusion and skills development.
We encourage applications from diverse backgrounds and flexible working arrangements, including for those with disabilities or caring responsibilities.
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