Job description
Your role will sit within the Service Design & Transition team, and you will provide service design and transition expertise to projects and programmes, advising and gathering requirements, agreeing the path to live, and any milestones required to be met in order to reach live. You will lead on designing the end-to-end journey of often complex services coming through the pipeline, from conception to full rollout. This role involves working with a variety of stakeholders to manage risks and build consensus around a design approach.
You will be able to work autonomously, in alignment with current standards and policies, and will support other designers across the team where required.
Person specification
Duties and Responsibilities:
Understanding and adhering to key Service Design & Transition and wider NCA processes and documentation, ensuring appropriate engagement with the appropriate (internal and/or external) functions.
* Will adhere to and respect Service Design & Transition processes, as well as any processes outside of the Service Design & Transition practice (e.g. project management office, enterprise design assurance – technology, change enablement).
Collaborating with stakeholders to translate customer requirements, business requirements and contractual obligations into end-to-end service design.
* Collaborating with internal and external stakeholders to identify requirements and design service support wraps that meet the needs of the business, customers and service, aligning with Digital, Data & Technology and operational models, reporting and governance. These requirements and designs must describe the scope of services, delivery model(s), people, processes, Service Level Agreements (SLAs) and supporting Operational Level Agreements (OLAs) in order for the service to enter business as usual.
Supporting the project manager, and other related project stakeholders, to understand the Service Design & Transition process, impact, risks, and dependencies.
* Working with project managers to ensure Service Design & Transition tasks and deliverables are accounted for in the overall project plan to enable build, test, deployment, and early life support plans for changes to IT Services.
Completing impact analysis of system and regulatory changes, identifying, understanding and assuring service risks, dependencies and issues. Highlighting to the project manager the impact that these may have on the project, whilst mitigating those within their scope.
Building a close working relationship with the Operations teams to ensure that all implemented and/or changed end-to-end Services are capable of delivering to target service levels and Key Performance Indicators.
* Ensure Digital, Data & Technology stakeholders have awareness and have accepted the Service Design (or have approved caveats which can be delivered during transition) enabling projects to progress the delivery stage of the lifecycle.
Broad stakeholder management activities, ensuring visibility, transparency and communications are open across teams and stakeholders.
* Provide regular Service Design & Transition updates of progress, challenges, risks, and planned tasks to key stakeholders. Senior Service Designers may need to work with digital and data leaders in the NCA, when required.
Following the Service Design & Transition process utilising key artefacts to capture information gathered.
* Driving forward the production, collation and completion of service design documentation, including service acceptance criteria. This will involve collaboration, support and input from project management office(s), security, service integration & management, finance, commercial, and support teams/managed service providers.
Present the end-to-end Service Design at the Service Transition Review Board, gaining approval to proceed into early life support and delivery into business as usual.
* Presenting at the Service Transition Review Board to receive feedback and seek approval to proceed.
Championing the Service Design & Transition process, including identifying and implementing potential improvements
* Representing the Service Design & Transition team at senior levels. Provide insight and participate in Service Design & Transition continual improvement initiatives.
Supporting multiple services/projects and the wider Service Design & Transition team
* May lead multiple complex service designs at the same time.
Provide/participate in Transition Management peer reviews to other Service Design & Transition designers and team members inside and outside of their demand projects.
Line management responsibilities
* Potential scope for line management responsibilities to the more junior members of the team, if required.
Skills, Knowledge and Experience
Experience of designing complex services in a multi-supplier space
* Having experience of designing various services that range in complexity and requirements, some requiring liaising with multiple suppliers.
Experience of managing a diverse range of stakeholders
* Having experience of working with various stakeholders, both internal and external. Managing communications across multiple channels to ensure correct level of engagement and visibility with stakeholders. Managing stakeholders who have conflicting points of view and priorities.
Experience of transitioning new services into a live environment
* Having experience of transitioning new services into a live environment. Awareness of the common path to live options that organisations employ to implement a new service or significant changes to a current service.
Experience of working in an Agile environment
* Having experience of working with project and delivery teams who work using Agile methodology
Problem solving
* Using logic and imagination to make sense of a situation and find an intelligent solution.
Qualifications
ITIL V3 or V4 foundation certification or equivalent experience of service design.
Behaviours
We’ll assess you against these behaviours during the selection process:
* Working Together
* Communicating and Influencing
* Seeing the Big Picture
* Leadership
Technical skills
We’ll assess you against these technical skills during the selection process:
* Practical experience of designing or transitioning new or changed IT services
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