Service Design & Introduction - ITIL

Methods; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Development opportunities

Wellness programme

Flexible working (home working)

Social & charitable initiatives

25 days annual leave

Pension scheme

Life assurance

Private medical insurance

Travel insurance

Job summary

Methods Business and Digital Technology Limited is seeking a Service Design Lead to coordinate the introduction of services into live operation. You will design ITIL-aligned service models and collaborate with projects, suppliers and live services teams to ensure smooth transitions.

Experience in service design/architecture, service introduction, and strong stakeholder communication is essential. The role offers flexible working, with home working options, and a supportive, collaborative

Qualifications

• Proven track record delivering service design/architecture and introduction
• Experience working in high-pressured environments
• ITIL Foundation or Service Design Lifecycle knowledge
• Experience with SLA reporting, KPIs, dashboard reporting and trend analysis
• Supplier management experience

Responsibilities

• Create service designs aligned with agreed SLAs
• Document ITIL-based service support models
• Coordinate between projects, suppliers, Service Operations and live services teams
• Maintain and update the Service Catalogue with accurate information
• Define and document process flows for in-scope service support processes

Skills

Service design

Introduction processes

Stakeholder communication

High pressure environment

Teamwork

Excel

Education

ITIL Foundation Certificate

Tools

ServiceNow

Job description

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.

Methods was acquired by the Alten Group in early 2022.

Role Description

Candidates must have a strong track record of performing a Service Design and Introduction role, ideally with a proven knowledge and understanding of how these align withITILprocesses.

Responsible for the planning and coordination of resources to ensure that services are effectively transitioned into service operation and that any changes to live services or retirements from live service are controlled.

• Responsible for the creation of service designs in accordance with the agreed service level targets


• Responsible for the design and documentation of ITIL based service support models


• Contributes to the efficiency & effectiveness of service delivery by ensuring the adherence to discrete standard models and the consideration of service-related non-functional requirements during on-boarding.


• Documentation of the responsibilities of suppliers in service support and that the responsibilities match their contractual commitments


• Provides coordination between projects, suppliers, Service Operations, and live services teams


• Updates to the Service Catalogue to ensure it is maintained, contains accurate information on all operational services and those being prepared to be run operationally


• Ensuring that the service designs follow the standard approach for Capacity, Availability, InformationSecurityand IT Service Continuity Management


• Identification of the Operational Level Agreements and underpinning contracts required to operate the service


• Creation or amendment of standard Service Designs, Servicesheetsand user-facing service collateral


• Documentation of process flows across all in-scope service support processes

Person Specification:

This role would best suit an individual who has a proven track record in delivery in a similar role

• Proven Experience and execution ofservice design/architecture and Introduction


• Experience of working in a high-pressured environment


• ITIL Foundation Certificate (minimum) or Service Design Lifecycle module (preferable)


• Experience of SLA reporting, Key Performance Indicators, Dashboard reporting and Trend Analysis


• Supplier management experience


• Experience in case management toolsets – preferably ServiceNow


• Excellent working knowledge of Microsoft Office – particularly Excel


• Proven experience in communicating with a variety of stakeholders at different levels


• Strong Team working skills


• Able to work without supervision


• Strong inter-personal skills

Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.

By joining us you can expect:

Autonomy to develop and grow your skills and experience

Be part of exciting project work that is making a difference in society

Strong, inspiring, and thought-provoking leadership

A supportive and collaborative environment

As well as this we offer:

Development – access to LinkedIn Learning, a management development programme, and training

Wellness – 24/7 confidential employee assistance programme

Flexible Working – including home working and part time

Social – office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes

Time Off – 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year

Volunteering – 2 paid days per year to volunteer in our local communities or within a charity organisation

Pension – Salary Exchange Scheme with 4% employer contribution and 5% employee contribution

Life Assurance – of 4 times base salary

Private Medical Insurance – which is non-contributory (spouse and dependants included)

Worldwide Travel Insurance – which is non-contributory (spouse and dependants included)

Enhanced Maternity and Paternity Pay

Travel – season ticket loan, cycle to work scheme

For a full list of benefits please visit our website (www.methods.co.uk/careers/benefits)