Service Design Consultant
Focus Group (UK)
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Job summary
Focus Group is seeking a Service Design Consultant to support the Service Design Architect, Service Management and Pre-sales in delivering managed services for SME and enterprise clients. Hybrid working from multiple offices (Shoreham, Exeter, Birmingham, Manchester) with a salary up to £50,000 per year.
You will help scope bids, design services, write tender responses and handover to delivery teams, collaborating across product, sales and technical teams to ensure feasible, value-driven
Qualifications
- Essential: MSP experience and technical/service background.
- Essential: Strong problem-solving and strategic thinking.
- Essential: Excellent communication, capable of explaining technical concepts to non-technical colleagues.
- Essential: Working understanding of Microsoft 365, Azure, AVD, Windows Server, storage, networking.
- Essential: Understanding of cyber security including Zero Trust, SASE, CASB, EDR/XDR, SOC,ISO 27001.
- Essential: Experience with MSP tools (IT Glue, Datto, ServiceNow).
- Essential: Proficiency in AI and automation.
- Essential: Bid/tender experience and strong writing/presentation skills.
- Essential: Commercial awareness of managed service pricing and contracts.
- Willingness to travel to customer sites.
Responsibilities
- Join meetings and workshops with customers to capture business and service requirements.
- Collaborate with Design Architect, Product Owners and Sales to ensure services meet needs and are feasible.
- Review proposals for operational viability with service teams.
- Create co-managed versions of standard services for clients.
- Draft tender responses and presentations highlighting benefits and cost savings.
- Lead design workshops and participate in bid teams.
- Produce and maintain Service Design documents and service descriptions.
- Support handover of won opportunities to delivery teams for smooth transition to live operation.
- Share learnings with Product Owners and Architect to improve services.
Skills
Tools
Job description
Department: Technical Operations
Employment Type: Permanent
Location: Multiple Locations
Compensation: £50,000 / year
Service Design Consultant
Location: Hybrid, from our Shoreham, Exeter, Birmingham or Manchester offices
Salary: Up to £50,000
Introduction
Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in AI (artificial intelligence) to transform how we operate and how we serve our 30,000 SME (small and medium-sized enterprise) customers. As we continue to expand our portfolio and make strategic acquisitions, we’re committed to setting new industry standards in managed service excellence and redefining what world-class technical support means.
As Service Design Consultant, you’ll support our Service Design Architect, Service Management and Pre‑sales teams in delivering standard and bespoke managed services for our valued customers. Where the Architect owns the overall design of new services, you’ll help bring them to life, building co‑managed versions and supporting their move into live operation. It’s a varied role, blending pre‑sales support (scoping, bids and tenders) with hands‑on service design and handover.
- Join meetings and workshops with prospective and existing valued customers to capture their business and service requirements
- Work with the Service Design Architect, Product Owners, Sales and technical teams to make sure proposed services meet customer needs and are commercially feasible
- Review sales proposals before they are submitted, agreeing operational supportability with our Service Teams
- Build co‑managed versions of standard services and adapt them for individual valued customers
- Write compelling tender responses and presentations for IT managed service opportunities, clearly setting out the business benefits, cost savings and value
- Lead design workshops before and after the sale, and be an active part of our bid teams
- Produce and maintain Service Design and Service Description documents
- Support the handover of won opportunities to our delivery, project and support teams, so the move into early life support is smooth
- Feed learnings back to Product Owners and the Service Design Architect to improve our standard services
Essential:
- A technical or service background within an MSP (managed service provider) environment
- Strong problem-solving skills and developing strategic thinking
- Excellent communication skills, with the ability to explain technical concepts to non-technical people
- A working understanding of Microsoft 365, Azure, AVD (Azure Virtual Desktop), Windows Server, storage and hardware, and networking from HPE (Hewlett Packard Enterprise), Meraki and SonicWall
- A working understanding of cyber security, including Zero Trust, SASE (Secure Access Service Edge), CASB (Cloud Access Security Broker), EDR/XDR (Endpoint and Extended Detection and Response), Managed SOC (Security Operations Centre), vulnerability and penetration testing, Cyber Essentials Plus and ISO 27001
- A working understanding of MSP tools such as IT Glue, Datto and ServiceNow
- Strong proficiency in AI and automation
- Experience contributing to technical solutions for SME to Enterprise businesses
- A working knowledge of ITIL (Information Technology Infrastructure Library)
- Experience of bids and tenders, including written responses and bid teams
- Strong writing and confident presentation skills
- Commercial awareness of managed service pricing, margin and contract structures
- Willingness to travel to valued customer sites
Internal Job Level Reference: Specialist / Team Leader
- Holiday Allowance - 24 days + bank holidays + birthday leave.
- Hybrid working options - performance depending.
- Enhanced maternity, paternity and adoption leave.
- Paid volunteering day * regular charity events.
- Wider company benefits across health, financial wellbeing, Pension etc.
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