Head of Service Design

Job Description

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least two days a week.

As the UK’s largest independent full fibre network and wholesale platform of choice, we’re busy setting new standards for what digital infrastructure can and should be.

Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service – helping businesses to innovate, communities to thrive, and people to live more connected digital lives.

At CityFibre, you’ll be part of something bigger, helping to build a better-connected Britain, together.

Joining us as a Head of Service Design

As Head of Service Design, you’ll lead the design and evolution of CityFibre’s operating models, end-to-end services and processes, ensuring the way we work supports both our customers and our wider business strategy. Working across business, technology and network teams, you’ll play a key role in shaping how strategic transformation is translated into scalable, effective ways of working.

You’ll receive a competitive salary and a performance related bonus.

This is some of what you can expect to be doing:

• Lead the design and evolution of enterprise operating models, aligning customer outcomes, processes, technology, data and organisational structures
• Establish and govern our process architecture, standards and process ownership framework
• Develop our service design capability across customer journeys, service blueprinting, value streams and service performance
• Lead process simplification, standardisation and optimisation across multiple business functions
• Develop process intelligence and process mining capability to identify and evidence improvement opportunities
• Provide service and operating model leadership across major transformation programmes, including Service Management, Field Service, Digital, automation and AI-enabled operations

What you’ll bring to the role

You’ll bring significant leadership experience across service design, process architecture, operating model design or business transformation, with a track record of turning strategy into practical change across complex organisations.

You’ll also have:

• Experience designing and implementing enterprise-scale operating model, process or service transformation
• Strong knowledge of process architecture, service design, customer journey mapping, service blueprinting and value stream design
• Experience leading complex, cross-functional transformation across technology and operational teams
• Good understanding of process intelligence, process mining and data-led continuous improvementStrong senior stakeholder management and influencing skills, with the ability to work across business, technology and architecture teams
• Experience building and leading teams, alongside strong commercial, analytical and strategic thinking
• Experience within telecommunications, utilities, infrastructure or another asset-intensive environment would be advantageous, as would exposure to ITIL, Lean Six Sigma, Service Design, Business Architecture or BPMN.

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