Lead Service Design & Enterprise Transformation (Hybrid)

CityFibre; England; Hybrid; GBP 110,000 - 140,000; Full time

Benefits offered by this job

generous annual leave (birthday off)

private medical insurance

health cash plans

family-friendly policies

Job summary

CityFibre is seeking a Head of Service Design to shape and evolve operating models, end-to-end services and processes that align with customer outcomes and business strategy. You will work across business, technology and network teams to translate transformation into scalable ways of working.

The role is hybrid, with in-office days at least two days per week. CityFibre is the UK's largest independent fibre network and wholesale platform, offering a competitive salary and bonus potential as part

Qualifications

• Experience designing and implementing enterprise-scale operating models, processes or services.
• Strong knowledge of process architecture, service design and journey mapping.
• Experience leading cross-functional transformation across technology and operations.
• Knowledge of process intelligence and data-led improvement approaches.
• Senior stakeholder management and cross-team influence ability.
• Experience building and leading teams in asset-intensive environments is beneficial.

Responsibilities

• Lead the design and evolution of enterprise operating models, aligning outcomes, processes, technology, data and org structures.
• Establish and govern our process architecture, standards and ownership framework.
• Develop service design capability across customer journeys, service blueprinting, value streams and performance.
• Lead process simplification, standardisation and optimisation across multiple functions.
• Develop process intelligence and process mining to evidence improvements.
• Provide service/operating model leadership across major transformation programmes including Service Management and Digital ops.
• We'll support you to thrive, with opportunities to grow your career.

Skills

Operating model design

Process architecture

Service design

Customer journey mapping

Stakeholder management

Cross-functional transformation

Process mining

Data-driven improvement

Team leadership

Telecom/asset-intensive experience

Tools

BPMN

ITIL

Lean Six Sigma

Job description

CityFibre is seeking a Head of Service Design to shape and evolve operating models, end-to-end services and processes that align with customer outcomes and business strategy. You will work across business, technology and network teams to translate transformation into scalable ways of working.

The role is hybrid, with in-office days at least two days per week. CityFibre is the UK's largest independent fibre network and wholesale platform, offering a competitive salary and bonus potential as part