Senior Service Designer

Job Specification

Overview

A significant cross departmental Programme requires rapid mobilisation of a ~40-person multidisciplinary team to deliver a sovereign, cloud-first SECRET collaboration platform, replacing a legacy service for a wide range of government departments and their public and private sector partners. The team must operate at pace, balancing RUN protection, dual-run migration, supplier integration, architecture & security compliance, and stakeholder management across government, GDS, HMT and the 90+ partner departments.

Role Purpose

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.
Objectives
The successful Senior Service Designer will:

• Develop and deliver comprehensive processes
• Enable efficient onboarding and operation of services
• Improve process maturity, consistency and governance across the programme
• Support successful service transition into operational use
• Reduce operational risk through well-designed, auditable and scalable processes
• Enable alignment between architecture, technology delivery, service management and business change activities across the programme

Key Responsibilities

• Support the design of SCC platform services including:
  • Developer enablement services
  • Platform services
  • Shared services
  • Security monitoring services
  • Serviceability and observability services
  • Privileged access services
  • Technical documentation services
• Translate user needs, service requirements and architectural decisions into operational process designs.
• Ensure service designs support both programme delivery and future BAU operations and highlight where existing BAU processes and procedures may need to change.

Experience
Essential Skills & Experience

• 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
• Significant experience designing enterprise-scale operational processes.
• Strong understanding of process architecture frameworks and methodologies.
• Experience producing artefacts such as:
  • Process hierarchies
  • Service blueprints
  • Support models
  • Value streams
  • 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.

Service Management

• Strong knowledge of ITIL and service management disciplines including:
  • Incident Management
  • Problem Management
  • Change Enablement
  • Service Catalogue Management
  • Service Transition
  • Knowledge Management
• Experience defining service processes within complex enterprise environments.

Stakeholder Engagement

• Ability to engage effectively with senior stakeholders, suppliers, architects and operational teams.
• Experience facilitating workshops and process design sessions.
• Strong communication and documentation skills.

Desirable Experience

• Government or defence programmes.
• Enterprise architecture frameworks (TOGAF, ArchiMate).
• Lean Six Sigma or Business Process Improvement methodologies.
• Digital transformation programmes involving large-scale service transitions.

Key Deliverables

• Service Management Process Architecture Framework
• Support Models
• End-to-End Process Catalogue
• Operational Readiness Assessments
• Process Governance Framework
• RACI and Operating Procedures
• KPI and Performance Measurement Framework
• Process Maps, Journey Maps and SOPs
• Continuous Improvement Roadmap