Service Design Consultant

Consult; Greater London; Hybrid; GBP 80,000 - 105,000; Full time

Job summary

Consult is seeking a Service Design Lead to transform complex service requirements into scalable operating models. The role focuses on designing robust ITSM processes and service governance for production-ready services, with a mix of on-site and remote collaboration.

You will lead workshops, shape operating models, and work with architecture, security, and operations to ensure a smooth BAU transition. The position demands independent drive and strong stakeholder management.

Qualifications

• Proven experience as a Service Design Lead or similar.
• Strong enterprise ITSM process design background.
• Experience with ITIL 4 and ITIL 4 Service Value Chain.

Responsibilities

• Lead end-to-end service design for new products and services entering production.
• Transform service requirements into practical and sustainable service management frameworks.
• Design and document ITSM processes, including Incident, Major Incident, Problem, Change, Release, and Service Request.
• Facilitate workshops with business, technical, operational, supplier, and support teams.
• Develop service 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 support.
• Identify and manage risks, dependencies, and issues throughout the service design lifecycle.
• Drive consensus across complex stakeholder groups and ensure delivery against key milestones.

Skills

Service design leadership

Workshop facilitation

Stakeholder engagement

IT service management

Independent working

Tools

ServiceNow

Job description

Service Design Consultant - Start in Jan 2027.

Hybrid - £500/day outside IR35.

Are you an experienced Service Design Lead who thrives on transforming complex service requirements into scalable, production-ready operating models?

Bullet Points

• Contract
• Up to £500/day (outside IR35)
• Central London (2-3 days on-site per week)

Full Job Description

This is an exciting opportunity to play a pivotal role in a major service transformation programme. You'll work at the intersection of technology, operations, and business functions, taking ownership of designing robust, operationally-ready services that support innovative new products. You'll have the autonomy to shape service models, influence senior stakeholders, and ensure seamless transition into business-as-usual operations.

Job Title: Service Design Lead

Job Type: Contract

Rate: up to £500/day (outside IR35)

Working arrangement: Hybrid - 2-3 days on-site per week

Office Location: Central London

The Role:

• 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 Management, Major Incident Management, Problem Management, Change Management, Release Management, and Service Request Management
• Facilitate workshops with business, technical, operational, supplier, and support teams.
• Develop service 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 support.
• Identify and manage risks, dependencies, and issues throughout the service design lifecycle.
• Drive consensus across complex stakeholder groups and ensure delivery against key milestones.

What We're Looking For

• Proven experience as a Service Design Lead, Service Design Architect, Service Architect, Service Readiness Lead, or similar.
• Strong background in designing enterprise IT service management processes and support models.
• Expertise across Incident, Problem, Change, Service Transition, and Service Operations disciplines.
• Extensive workshop facilitation and stakeholder engagement experience.
• Experience working within complex enterprise environments.
• Strong documentation and service design capabilities.
• Ability to work independently and drive outcomes with minimal supervision.

Technical Requirements

• Strong practical knowledge of ITIL 4.
• Deep understanding of the ITIL 4 Service Value Chain and its application within large organisations.
• Experience defining service governance, operational readiness frameworks, and support models.
• Knowledge of ServiceNow and other enterprise ITSM platforms is highly desirable.

Desirable Experience

• Insurance or wider financial services experience.
• Digital transformation and new product introduction programmes.
• Enterprise service management implementation or improvement initiatives.
• Previous ServiceNow platform exposure