Service Design & Assurance Manager role oversees design, implementation, and assurance of service delivery processes within the organization. This strategic position requires strong leadership, deep understanding of service design principles, and quality assurance methodologies. The manager ensures all services are designed to meet business needs and deliver outstanding customer experiences, overseeing effective design and seamless transition of new or changed services into operational environments. The role also owns, designs, delivers and continually improves the IT Change Management and Release Management processes.
Interviews for this role will take place on 22 January 2026 in person at our Coventry office.
Responsibilities
* Lead the design and development of service models that align with business objectives.
* Collaborate with stakeholders to understand service requirements and translate them into actionable design plans.
* Manage and develop the IT Change Management process, chair the CAB meeting, ensure all relevant works only proceed on authority from CAB, and conduct post-implementation reviews as necessary.
* Engage internal and external stakeholders to gather feedback and ensure service designs meet their needs, building strong relationships to facilitate effective communication and collaboration.
* Oversee service design and assurance projects from inception to completion.
* Identify and mitigate risks associated with service delivery and develop contingency plans to address potential issues and ensure service continuity.
* Agree Service Level Agreements ensuring that the business requirements align with Technology and Data teams and 3rd-party support capability.
* Create and maintain the Service Design Package, including consideration of capacity, availability, monitoring/alerting, resources and running costs throughout the service lifecycle.
* Own and manage the end‑to‑end IT Change Management process.
* Line‑manage any staff working in this team.
Qualifications
* Strong understanding of ITIL practices, particularly Service Design, Service Transition, Change & Release Management and Problem Management.
* Strong understanding of ITIL framework (ITIL v4 certification preferred).
* Extensive and demonstrable experience of managing and improving Service Design and Transition processes, including a robust Change Management Process.
* Familiarity with project governance processes and RAID management.
* Experience analysing tickets and using data to address recurring issues and tackle root cause.
* Ability to manage conflicting demands and priorities, with a proven track record of managing the change, release and transition aspects of multiple simultaneous new/changed IT services.
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