Service Designer
Institute of Communication is seeking a Service Now Designer for a contract position within the Technology sector. This role shapes and delivers consistent, compliant, and efficient end‑to‑end services for a new global storefront, retail platform, and clinical platform.
Purpose of the Role
* Responsible for shaping and delivering consistent, compliant, and efficient end‑to‑end services for the new Global Storefront, Retail Platform, and Clinical Platform, ensuring alignment with the IT Strategy.
* Identify the impact of change on Infrastructure & Operations, focusing on supportability, resources, and financial implications.
* Ensure services are designed to be fully supportable and that performance of ongoing support services can be tracked and measured.
* Design services to meet business needs and align with the organisation's IT Service Strategy.
* Lead the design and development of end‑to‑end IT services, including infrastructure, application, and operational components.
* Ensure all aspects including people, third parties, and budgets are factored into the service design for full, ongoing run capability.
* Collaborate with stakeholders to understand business needs and translate them into scalable, sustainable service solutions.
* Work closely with value stream leads, IT teams, and third‑party vendors to define and document service requirements.
* Act as a key point of contact for service‑related discussions during project planning and execution phases.
* Define and document service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs).
* Ensure full documentation and knowledge transfer to the Service Transition team for safe introduction of the designed service into production.
* Assess and mitigate risks associated with service designs, ensuring potential impacts on operations are identified and addressed.
Candidate Requirements
* Experience in delivering Service Design for a global website in a complex, large enterprise environment.
* ITIL qualified (minimum v3) with a deep understanding of ITIL principles, practices, and processes.
* Experience in IT service design, service architecture, or a similar role within an IT Infrastructure & Operations setting.
* Experience with ServiceNow or other ITSM platforms.
* Experience with planning and managing work using Jira.
* Strong leadership capabilities with proven skills in collaboration, influencing, and leading.
* Familiarity with modern IT infrastructure, cloud technologies, and DevOps practices including CI/CD pipelines.
* Strong problem‑solving skills with a focus on long‑term strategic outcomes.
* Proven track record of designing and integrating services involving diverse tools, providers, processes, teams, and time zones in a multi‑vendor environment.
* Excellent written and verbal communication skills to articulate complex concepts to various audiences.
* Flexibility in a rapidly changing environment, with the ability to work under pressure.
* Self‑motivated and capable of working within project timelines and deadlines.
Deliverables
* Define and produce the Service Definition for the new Ecommerce Application by the end of month 1.
* Define the requirements for the CI/CD pipeline to support multi‑vendor and multi‑purpose (Dev & Ops) use by the end of month 3.
* Define and produce Service Definitions for the new global clinical platform and all underpinning applications by the end of month 6.
Seniority level: Mid‑Senior level | Employment type: Full‑time | Job function: Design, Art/Creative, and Information Technology | Industries: Transportation, Logistics, Supply Chain and Storage.
If you are a skilled Service Now Designer keen on leveraging your expertise within a dynamic environment, we encourage you to apply now!
#J-18808-Ljbffr