Overview
As a Service Design Consultant, you will play a key role in a significant service transformation program by designing and implementing scalable service models. Collaborating with various stakeholders, including technology and operations teams, you will transform complex service requirements into effective and operationally-ready frameworks. This position offers the opportunity to influence senior stakeholders and ensure successful transitions into business-as-usual operations.
Responsibilities
- Lead the end-to-end service design process for new products and services entering production.
- Transform service requirements into practical and sustainable service management frameworks.
- Design and document key ITSM processes, including Incident Management and Change Management.
- Facilitate workshops with business and technical teams to gather requirements.
- Develop service operating models, governance structures, and support frameworks.
- Define SLAs, metrics, and operational readiness criteria for services.
- Partner with architecture, engineering, and operations teams to ensure service transition success.
- Identify and manage risks and dependencies throughout the service design lifecycle.
Requirements
- Proven experience as a Service Design Lead or similar role.
- Strong background in designing enterprise IT service management processes.
- Expertise in disciplines such as Incident, Problem, and Change Management.
- Extensive experience in workshop facilitation and stakeholder engagement.
- Ability to work independently with minimal supervision.
- Strong practical knowledge of ITIL 4 and its application.
- Experience with service governance and operational readiness frameworks.
- Familiarity with ServiceNow or other enterprise ITSM platforms is desirable.