Job Overview
Arm is building a next-generation Service Management capability that combines ITIL v4 practices with modern engineering approaches to support high-velocity delivery with enterprise-grade stability.
As a Senior Service Design & Transition Specialist, you will build how new services and features launch into production. You will ensure they are well-developed, supportable, and ready to operate from day one.
You will partner IT and Business teams to guide services through transition, ensuring performance, support readiness, and risk are addressed early, using a data-informed approach to service performance and resilience.
Responsibilities
* Define and evolve Service Acceptance Criteria framework
* Lead readiness reviews for new services, features, and major releases.
* Guide services into production, ensuring operational readiness and supportability
* Ensure services are built with clear performance expectations, including agreed-upon availability targets, objectives, and user experience metrics
* Incorporate monitoring, observability, and performance insight into service design
* Ensure architecture documentation, support models and runbooks are in place and fit for purpose
* Validate that services meet resilience, availability, and continuity expectations prior to go-live
* Identify and address gaps that could lead to operational issues.
* Support the development of service health and performance reporting
* Contribute to continuous improvement across the organisation
Required Skills and Experience
* Experience in Service Design, Transition, Service Introduction roles
* At least 5 years experience working in technology or IT service environments
* ITIL v4 certification
* Background in environments that use DevOps or CI/CD delivery models
* Understanding of service performance concepts such as SLAs, SLOs, and service monitoring and service availability.
* Experience ensuring services are supportable, thoroughly detailed, and operationally ready
* Strong collaboration and engagement multi-functional skills.
* Structured and meticulous approach to risk identification and service readiness
Nice To Have Skills and Experience
* Exposure to Site Reliability Engineering (SRE) concepts or reliability-focused practices
* Experience designing or supporting AI-enabled or automation-first service workflows!
* Certification in ITIL V4 modules in addition to foundation, ideally at Practice Manager level.
* Familiarity with ServiceNow or similar ITSM platforms!
* Knowledge of SaaS and PaaS based services and applications.
In Return
With Arm's growth trajectory, you’ll have clear opportunities to develop your career, take on new challenges, and make a real impact on our continued success.
Please note that no relocation package is available for this role. If skilled worker sponsorship is required, Arm will meet costs associated with sponsorship for the employer only. All fees associated with the individual’s application e.g. visa application fee and Immigration Health Surcharge, will be the responsibility of the successful candidate.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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