Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.
We are looking for a Service Designer to work in our area of the EMEA Services Delivery function.
As a Service Designer, you will collaborate cross-functionally to provide service design capabilities for solutions developed specifically for clients. You will also work with the Technology Solutions Group to develop new capabilities, standards, and offerings by planning designs, gathering requirements, creating design packages, and coordinating stakeholders to support the design work.
Your role will involve attending client workshops to elicit detailed design requirements and defining and agreeing upon obligations between Insight and the client, which are then incorporated into the design. Additionally, you will interpret architecture developed by Service Architects to derive design requirements and ensure that the design is fit for purpose and flexible enough to meet current and future needs.
You will ensure that design requirements operate within the constraints agreed upon in the architecture definition and/or contract. You will build the service design package, which will serve as the basis for deploying, testing, and releasing the service components that make up the solution.
So, if this is of interest to you then we would be keen to hear from you!
As a Service Designer your Responsibilities are:
1. Create a service design plan which defines the design approach, timescales, budget and or resources required before moving on to the actual design phase.
2. Validate design requirements with technology design roles to ensure that cross-competency dependencies are identified and factored into both the technical and service design.
3. Interpret service architecture to plan and develop detailed designs from architecture concepts, standards and or requirements.
4. Play a key role in client workshops post contract signature to elicit detailed service requirements and realise service architecture.
5. Work closely with the Service Delivery Manager and client to develop obligations identified in the pre-contact phase of the bid process and then map detailed obligations into the design requirements.
6. Lead the creation of user stories and functional or non-functional requirements for the service design. Create service design plans where the service design is identified as complex.
7. Define, negotiate, and document any SLAs and or KPIs associated with the service.
8. Complete user interface design and provide the user stories required for development work.
9. Create mock-ups of catalogue items to enable effective development work.
10. Collaborate with process developers to create the service management and business processes required for effective service delivery.
11. Collaborate with automation, software development and or technology teammates to ensure any systems or software used in the design meets design requirements.
12. Create the cost model associated with the service design, ensure the service design is delivered on time and to budget and identify resources required to support the design work.
13. Ensure traceability of the service design to the service/business architecture and other requirements, also ensure the service design meets Insight’s principles, policies, and standards.
14. Identify, model, and classify service design risks, issues, assumptions and or dependencies.
15. Ensure the design is flexible, scalable, and adaptable to meet future requirements.
16. Lead on the creation of the service design package and ensure it is maintained.
17. Ensure that a readiness assessment is completed, and any gaps have been clearly defined to bridge solutions to be implemented during deployment of the service.
18. Collaborate with the Transition Manager and deployment specialists to create the service deployment plan, service acceptance criteria and service-related test plans.
Experience and Skills:
19. Previous experience of working as a Service Designer in managed services environment.
20. Holds relevant professional IT qualifications, accreditations and or certifications (such as ITIL foundation).
21. Demonstrates working Knowledge of project delivery methodologies (such as Agile/SCRUM/SAFE/Prince2).
22. Demonstrates deep practical knowledge and experience of service management processes, service operations and technical support in complex enterprise organisations.
23. Ability to derive design requirements from business requirements and or architectures.
24. Experienced in the use of gap analysis techniques to define the state of readiness to deploy and manage the solution.
25. Demonstrates working knowledge of customer/user practices and techniques i.e., user interfaces, portals, and dashboards.
26. Demonstrates previous experience of evaluating and implementing SLA and KPIs.
27. Demonstrates previous work experience in detailed business and service management process development.
28. Ability to identify service management risks and or issues, propose actions to remediate to identified risks and or escalate matters.
29. Previous experience of working with service deployment and release processes.
30. Previous experience of budget management and cost modelling and demonstrates excellent analytical and critical thinking skills.
31. Ability to work both independently and within teams, including virtually, with a focus on collaboration, culture, and values.
About Insight:
We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there’s a reason our average employee tenure is over 6 years.
We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, enthusiastic about helping customers and the real people who sit behind them.
Application Details: