Head of Service Design

SmartRecruiters, Inc.; Milton Keynes; Hybrid; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Performance bonus

Private medical insurance

Health cash plans

Family-friendly policies

Birthday day off

Job summary

CityFibre is hiring a Head of Service Design to lead the design and evolution of operating models, end-to-end services and processes that align with customer outcomes and business strategy.

You'll shape service design capability across journeys, value streams and performance while guiding major transformation programmes across technology and operations in a hybrid working model with a competitive salary and bonus potential.

Qualifications

• Experience leading enterprise-scale operating model, process or service transformation.
• Strong knowledge of process architecture, service design, journey mapping, and value stream design.
• Proven ability to drive cross-functional transformation across technology and operations.
• Solid understanding of process intelligence, process mining, and data-driven improvement.
• Exceptional stakeholder management across business, technology and architecture teams.
• Experience building and leading teams; strong commercial, analytical and strategic thinking.

Responsibilities

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

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 improvement
• Strong 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.

Life at CityFibre

Everyone deserves to feel heard, valued and truly included. Working alongside our Employee Communities, we’re committed to creating a workplace where people feel a genuine sense of belonging and pride in what they do. That’s why we’re proud to be a Times Top 50 Employer for Gender Equality, endorsed by WORK180, a Disability Confident Leader, a Care Leaver Friendly Employer, and a signatory of the Armed Forces Covenant Gold Award.

We’ll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life – including generous annual leave (with an extra day off on your birthday), private medical insurance, health cash plans and family‑friendly policies.

Find out more about our culture, communities and benefits on our careers site .

Additional Information

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. We want to help!