Service Designer

Our client has 3 contract positions in the above locations initially for 6 months but could be extened in three different locations so we would require 3 different candidates

Role Purpose:

The Service Designer will mainly be accountable  eventually covering How services shall be consumed
- Scope would  include designing processes & reports/interfaces around tools/resources   etc. for services that are instrumental in deliver, operate and manage customer solution such as Incident, Problem, Event, Change, Capacity, Availability, Asset & Configuration, Service Level Management and Request Fulfilment
- In addition, service designer also designs & documents how the customer solution will   be  monitored, reported, billed, how CMDB updation will happen & what service levels the solution will deliver (including SLA commitments, early life SLAs, any other KPIs, 3rd   party service measurements etc.)
- Conduct   customer workshops along with internal stakeholders to agree and finalize low level service design required for Service Management and Service Operations
- Responsible to  create single technical agnostic service wrap/design for customer solution
- Negotiating and  agreeing levels of service to be delivered ie SLAs, OLAs and underpinning   agreements and ensuring that targets agreed within underpinning contracts are   aligned with SLA and SLR targets
- Work closely with Service Architect, Technical Solution Manager (TSM), Solution Design,   Service Acceptance Manager (SAM), Solution Operations and Service & Contract Manager (SCM) while creating the low level service design and during  early-life/handover
- Ensure that low level service design is enhanced/updated with any move/add/change/delete   during the in-life of customer solution
- Work with any identified key third-party to supplement and support the delivery, operation & management of the customer solution
- Contribute into  the high level service design or provide support to the Service Architect/bid   team during pre-sales
- Engage with the  solution owner and customers to define the service outcomes and performance   characteristics as well as SLA commitments

ADDITIONAL TASKS

- Contribute in developing Service Catalogue which industrializes proposition delivery (eg   methods, processes, designs, cost models, ToRs, plans, role profiles, etc.) to ensure repeatability and ease of use for Customer standard offerings
- Process and Tool maturity assessments and recommendations and providing ITIL best   practice advice and guidance to Product/Service Managers
- Work with relevant stakeholders to identify required services and functions to form  concise, comprehensive, repeatable and cost-effective service designs &   offerings
- Work with any identified key third-party to  supplement and support the delivery of Customer propositions on WON deals (post-sales)
- Responsible to ensure that the low level service design is linked to a baseline Requirement Matrix, High Level Design (HLD) and Low Level Technical Design
- Responsible to work closely with Service Architect/Solution Owner to support  creation of the high level service design in pre-sales
- Contribute to the development of Customer's Solution Offerings, developing designs for new   services, supporting service transition, operation and subsequent service   improvements as part of the service life cycle
- Play a key role in promoting service management and ITIL processes within Customer and their customers