Overview
The Service Design Lead will play a pivotal role in preparing new products and services for operational readiness before their launch in a complex enterprise setting. The successful candidate will work autonomously to analyze existing project materials, engage various stakeholders, and develop comprehensive service designs that assure smooth transitions into production. This position requires adeptness in navigating ambiguity, influencing senior stakeholders, and promoting operational excellence within a high-profile transformation program.
Responsibilities
- Consume existing project artefacts to inform service design.
- Engage with business, operational, technical, supplier, and support stakeholders to gather necessary information.
- Assess services against Service Acceptance Criteria to identify risks and gaps.
- Advance Service Design Packs from initial stages to completion independently.
- Facilitate workshops to resolve issues and foster consensus among stakeholders.
- Develop service operating models, governance structures, and support arrangements.
- Define SLAs, OLAs, KPIs, and reporting requirements.
- Ensure operational readiness for services before go-live.
Requirements
- Proven experience as a Service Design Lead or similar role.
- Strong background in developing operational service designs from partially defined services.
- Expertise in Major Incident Management, Problem Management, Change Management, and Service Operations.
- Experience in facilitating workshops and managing senior stakeholder relationships.
- Strong practical understanding of ITIL 4 and its applications within enterprise organizations.
- Familiarity with ServiceNow and enterprise ITSM tooling is preferred.
- Ability to rapidly assimilate information and drive the service design process forward.