Connecting Talent to opportunity

Connecting Talent to opportunity

IT Service Design Manager (BAE080691)


Job Description:

IT Service Design Engineer - BAE Systems - 6 Month Contract - Preston, Warton - £276.53 PAYE per day £355.37 Umbrella per day £318.23 Limited Company per day

The Umbrella rate quoted above is the Gross Umbrella rate (i.e. the rate we pay to the Umbrella Company inclusive of ALL employment costs). Please note, the rate paid by the Umbrella will be less, as will a Limited Deemed rate or Agency PAYE rate. Please get in touch to discuss the rates via these different payment vehicles.

Clearance Requirements & Eligibility

This role requires you to obtain a Criminal Record Check along with reference checks before starting.

The scope of the IT Service Design Manager will be to define and document service models for newly introduced or
upgraded services in support of EITS type 2 and 3 projects. The role involves supporting internal EITS enterprise and
Business Group projects. The core deliverable to projects and service delivery mangers are the following documents:

 Service Non Functional Requirements (NFC)
 Service Definitions
 Conceptual Service Models (CSM)
 Service Blueprint
 Service Design Pack (SDP)
 Operation Service Protocols (OSP)
 User Experience Reviews
 Project resource estimates

The Service Design Manager is responsible for creating service models in-conjunction with an array of projects and
service stakeholders. These include project manager, architects, business analysts, service managers, service transition
managers, communication mangers, customers, suppliers, test managers and service capability managers.
Specifically, the role holder will work in support of projects to define:

 Identify all required all service support and administration processes
 Identify all Configurable Items (inc hardware, software and services) which need to be proactively managed
to ensure continuity of service in the long term
 Design provisioning workflow processes
 Ensure incident, change, request, reporting, capacity management, event management and finance billing
processes are designed and agreed.
 Detailing service capacity and availability plans
 Agreeing service SLA and KPIs
 Support user acceptance and testing
 Detailing service stakeholder roles and responsibilities
 Provide consultant support for end user communications
 Conducting service user experience reviews to meet CSAT targets and provide support to communication
 Produce OSP which detail how multiple service suppliers work together and resolve disputes
 Fully document service models within an comprehensive SDP for hand over to Service Transition Manager for implementation.

Accountable to the Lead Service Delivery Manager to:
 Define support strategies and models in support of projects (billable to projects)
 Ensure service models are designed that support a proactive management prevent agenda
 Ensure that user experience is 'designed in' by projects
 Represent the end user experience input into Changes and Transition / ORR activities
 Sponsor and lead Service Improvement initiatives associated with user experience
 Ensure service experience design supports positive CSAT outcomes.
 Present progress updates by way of presentation to customers.
 Report service development progress on a routine basis
 Escalate issues as required in a timely fashion
 Advise project resource requirements and service Delivery FTE impact

BUSINESS EXPERTISE (company/industry knowledge):
* To fully understand the business goals and needs of clients by immersing yourself in their environment
* To have a clear understanding of user experience and user-centric design
* To understand industry standards relating to performance metrics and user interface experiences

* Excellent communication, written and presentation
* Good technical knowledge of end user devices/systems, e.g. desktops, laptops, tablets, mobile devices and the back office systems
supporting them.
* Detailed knowledge of service design, including ITIL service design package

NATURE OF IMPACT (on the overall business, e.g. tactical,
strategic, responsibility for business area)
 The role will support the on-going maturity of EITS as a the Service Integrator

AREA OF IMPACT: (where is the influence of the role felt?)
 The Service Design will impact all areas of the EITS organisation and ultimately allows for improved services being delivered to the customer base

* ITIL framework certification.
* Basic knowledge of Service Now toolset
* Basic project management skills
* Excellent understanding of ITIL processes.
* Experience of 3rd party management.
* Understanding of service design principles and artefacts.
* Proven ability to shape and change processes.

  • Job Type

    Contract, Full Time

  • Work Authorisation


  • Industry Sector Other

Extend your job search ?

23% Match


19% Match


16% Match