Hybrid Service Design Lead – ITIL 4 & ServiceNow

Computappoint; Greater London; Híbrido; GBP 80.000 - 105.000; Jornada completa

Descripción de la vacante

Computappoint Limited is seeking a Service Design Lead for a contract role in Central London with hybrid working (2-3 days on-site). The position focuses on transforming complex requirements into scalable operating models and production-ready services, across technology, operations and business functions.

You will own the end-to-end design of IT services, define governance and performance measures, and drive service readiness and smooth BAU transition.

Formación

• Experience designing enterprise IT services and support models.
• Strong workshop facilitation and stakeholder engagement.
• Ability to deliver across ITIL 4, service value chain and governance.

Responsabilidades

• Lead the end-to-end service design process for new products and services entering production.
• Transform service requirements into practical and sustainable service management frameworks.
• Design and document key ITSM processes, including Incident, Major Incident, Problem, Change, Release, and Service Request Management.
• Facilitate workshops with business, technical, operational, supplier, and support teams.
• Develop operating models, governance structures, escalation paths, and support frameworks.
• Define SLAs, OLAs, service ownership models, KPIs, reporting requirements, and operational readiness criteria.
• Partner with architecture, engineering, security, and operations teams to ensure successful service transition into BAU.
• Identify and manage risks, dependencies, and issues throughout the service design lifecycle.
• Drive consensus across complex stakeholder groups and ensure delivery against milestones.

Conocimientos

Workshop facilitation

Stakeholder engagement

IT service management

Documentation

Service design

Herramientas

ServiceNow

Descripción del empleo

Computappoint Limited is seeking a Service Design Lead for a contract role in Central London with hybrid working (2-3 days on-site). The position focuses on transforming complex requirements into scalable operating models and production-ready services, across technology, operations and business functions.

You will own the end-to-end design of IT services, define governance and performance measures, and drive service readiness and smooth BAU transition.