Service Design Consultant

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Workshop facilitation

Stakeholder engagement

IT service management

Documentation

Service design

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

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

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.