Senior Service Designer

The Senior Service Designer is an experienced designer who will work with the programme and service managers to design, develop and implement complex services.

Working across architecture, service management, security, networking, developer enablement, identity, and business change teams, the Service Designer will be responsible for the end-to-end operating processes required to establish, govern, operate and continuously improve services within a complex ecosystem.

The role will ensure that services are supported by robust, scalable and auditable processes that align with government security requirements, ITIL service management practices, DevSecOps principles, and align with a defined target operating model.

• Experience leading complex, user-centred design projects applying iterative design principles, and adapting based on user research and feedback
• Ability to map complex services and user journeys to ensure clear, actionable insights
• Expertise in analysing data to inform design decisions and interpret user behaviour
• Strong experience in facilitating workshops, co-design sessions, managing stakeholder relationships across design concepts and through storytelling, evidence, and design artifacts
• Strong understanding of process architecture frameworks and methodologies.
• Experience producing artefacts such as:
• BPMN process maps
• Experience working with cloud-based services and platforms.
• Understanding of platform engineering, DevSecOps and cloud supporting models.
• Experience supporting cloud adoption, onboarding and operational governance.
• Strong knowledge of ITIL and service management disciplines including:
• Change Enablement
• Service Transition
• Knowledge Management
• Experience defining service processes within complex enterprise environments.
• Ability to engage effectively with senior stakeholders, suppliers, architects and operational teams.
• Experience facilitating workshops and process design sessions.
• Strong communication and documentation skills.
• Government or defence programmes.
• Lean Six Sigma or Business Process Improvement methodologies.
• Digital transformation programmes involving large-scale service transitions.

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