Service Design Architect

BT Group; United Kingdom; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

10% on target annual bonus

25 days Holiday

Online private GP 24/7

Paid carers leave

Pension scheme

Job summary

BT Group in the United Kingdom is seeking a Service Design Architect to design and cost effective managed services for corporate and public sector clients. You will shape new offerings, support bids, and work with BT teams, partners and customers to deliver end-to-end service models.

You will influence product readiness, ensure operational viability, and lead service design across governance, tooling and reporting. The role requires strong stakeholder management and commercial acumen.

Qualifications

• Experience with managed services and ServiceNow in enterprise environments.
• Ability to translate business and operational needs into effective service designs.
• Strong stakeholder and commercial leadership with senior level influence.

Responsibilities

• Lead end-to-end service model designs for complex customer solutions.
• Collaborate with product teams to ensure products operate as managed services.
• Manage relationships with customers and senior stakeholders with clear communication.
• Deliver service content for bids, proposals, and SLAs with cross-team input.
• Improve service design methods through industry best practices and continuous improvement.

Skills

ServiceNow

Managed service design

Service/product design

Stakeholder leadership

Tools

ServiceNow

Job description

Job Description

Job Title: Service Design Architect

Req ID: 63717

Job Function: Architecture Solution and Design

Posting Start Date: 26/10/2026

Posting End Date: 06/11/2026

Division: UK Business

Job Location: GBR Belfast - Riverside Tower, GBR Bristol - Assembly, GBR Glasgow - Alexndr Bain Hse, GBR Sheffield Endeavour, GBR-Birmingham-Three Snowhill, GBR-London-BTHQ One Braham

Advertised Salary: Competitive + Market Leading Benefits

We operate a hybrid model of 3 days in the office and 2 days working from home, please only apply if you are comfortable with this arrangement.

About the role

As a Service Design Architect, you’ll design effective, commercially viable managed services that meet the complex needs of our Corporate and Public Sector customers. You’ll work closely with product teams, subject-matter experts, customers and colleagues across BT to shape new products before launch, while also supporting high-value customer bids through the full sales and delivery lifecycle. This is an opportunity to influence how services are designed, costed and delivered, helping BT create better customer experiences and sustainable growth.

What you’ll be doing

Lead the design of end-to-end service models for complex customer solutions, translating business, service and operational requirements into deliverable and cost-effective services.
Partner with product teams to ensure new products are ready to operate as managed services, providing service-led input into tooling, workflows, governance, reporting and pricing.
Manage relationships with customers and senior stakeholders, using clear communication, commercial awareness and constructive negotiation to agree the right service approach.
Deliver compelling service content for bids, including service models, proposals, contractual schedules and service-level agreements, bringing together contributions from BT teams, partners and third parties.
Improve service design methods, documentation and ways of working by sharing expertise, applying industry good practice and identifying opportunities for continuous improvement.

Essential Skills / Experience

• Managed service and ServiceNow expertise: A strong understanding of ServiceNow within managed service environments, with the ability to translate business and operational needs into effective tooling, workflow, governance and reporting solutions.
• Service and product design capability: Experience designing services for business customers and influencing product teams so that products are operationally ready, commercially viable and aligned with managed service strategy.
• Stakeholder and commercial leadership: Strong communication, presentation and negotiation skills, with the ability to build trusted relationships, navigate ambiguity and influence customers and cross-functional stakeholders at senior levels.

Desirable Skills / Experience

• Experience supporting complex bids or producing clear, persuasive service proposal content.
• Knowledge of ITIL practices, ideally supported by ITIL 4 Foundation or broader service management learning.
• Experience working with medium or large commercial organisations, retail businesses or public sector customers.
• Understanding of service costing, commercial modelling, contractual schedules and service-level agreements.
• Experience working across areas such as Service Management, Service Delivery, Finance, Legal, Security and Commercial.
• Existing security clearance, such as SC or NPPV, or the ability to obtain and maintain an appropriate level of clearance where required.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• 25 days Holiday
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Our Story

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.