Service Designer-ITIL Certified

Hi,

One of my prestigious client who is based out of London is urgently looking for a Service Design Manager to be based out of London on Contractual basis.

My client is looking for following experience and skill set:

KEY RELATIONSHIPS

REPORTING TO

Sr. Manager

DIRECT REPORTS (IF ANY)

None

OTHER STAKEHOLDERS

Service Architect/Solution Owner, Commercial Manager, Bid Manager, Solution Design, Transition Manager, TSM, SAM, SCM, Test Manager, Solution Operations, Service Operations

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

ROLE REQUIREMENTS

EXPERIENCE:

- Minimum 10 years work experience within the IT/Telecom industry ideally in a service management or consultancy role or 3rd party clients and developing service offerings and propositions

KNOWLEDGE operates effectively in a highly complex Matrix organisation
- Pro-active in responding to customer needs and requirements
- Has a logical/methodical approach to fault management
- Ability to work well under pressure and meet tight deadlines
- Personal focus on continuous improvement and innovation

QUALIFICATIONS:

Mandatory

- Masters Degree from a recognized institution
- ITIL V3 Intermediate or Expert level certified

Desirable

- Prince 2 or other project management methodology

If you the above role suits you then please send me your updated CV for Immediate interview.