Service Design Specialist

Service Design Jobs; Birmingham; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Training & development

Pension & share options

BT/EE discounts

25 days leave

Volunteer days

Job summary

BT Business is seeking a Service Design Specialist to lead the creation, governance and continuous improvement of Low Level Service Designs (LLSDs) and supporting documentation. You’ll ensure alignment with contractual obligations, customer requirements and operational capabilities.

In this role you will collaborate with project, operational, architectural and customer stakeholders, driving service design leadership through mobilisation and transition while complying with BT Security standards

Qualifications

• Define, govern and articulate operational processes, translating requirements into robust workflows and operating models.
• Balance customer, commercial and operational objectives to support business outcomes.
• Lead continuous improvement initiatives to enhance service design standards and governance.
• Plan and prioritise multiple complex design activities across projects and teams.
• Demonstrate deep knowledge of service management and operational delivery environments.

Responsibilities

• Lead the creation, governance and continuous improvement of LLSDs and related artefacts.
• Provide service design leadership across technical, operational and customer stakeholder groups.

Skills

Processes & Procedures

Business Awareness

Continuous Improvement

Planning & Prioritisation

Service Delivery

Job description

PLEASE NOTE BEFORE APPLYING: Role requires SC (security clearance) Minimum 5 years UK working history

About the role

Through the development and governance of Low Level Service Designs (LLSDs), operational processes and customer-facing service documentation, the role ensures contractual, business and technical requirements are translated into robust, scalable and supportable operational services.

Working closely with project, operational, architectural and customer stakeholders, the Service Design Specialist drives the development of effective service solutions, provides service design leadership throughout mobilisation and transition activities, and ensures compliance with BT Security governance standards, policies and best practices.

What you’ll be doing

Lead the creation, governance and continuous improvement of Low Level Service Designs (LLSDs), ensuring alignment with contractual obligations, customer requirements, operational capabilities and BT Security standards.

Provide service design leadership across technical, operational and customer stakeholder groups, driving collaboration, challenging assumptions where appropriate, and ensuring service design artefacts are accurate, complete and aligned to business objectives.

Essential Skills / Experience

• Processes and Procedures: Expert ability to define, develop and govern operational processes, translating complex business and technical requirements into robust workflows, procedures, operating models and RACI frameworks that support effective, scalable and compliant service delivery.
• Business Awareness: Strong understanding of customer, commercial and operational objectives, with the ability to balance competing priorities and ensure service design decisions contribute to strategic business outcomes, customer satisfaction and operational efficiency.
• Continuous Improvement: Ability to lead and drive continuous improvement initiatives, identifying opportunities to enhance service design standards, operational processes and governance frameworks to improve service quality, consistency and business performance.
• Planning and Prioritisation: Ability to manage and coordinate multiple complex service design activities, balancing priorities across projects, customers and operational teams while ensuring delivery against business objectives and critical milestones.
• Service Delivery Knowledge: Advanced understanding of service management principles and operational delivery environments, with the ability to design, assure and optimise services that are practical, supportable, commercially viable and aligned with operational capabilities.

Our Package

• Competitive salary and on-target bonus plan
• Flexible and smart working
• Training and development opportunities
• Competitive share options and pension scheme
• Access to discounts on BT & EE products
• 25 days annual leave (not including bank holidays)
• 3 days paid volunteering a year
• Weekly Hours: 37.5
• Salary: Level D
• Position Type: Full-time
• Contract: Permanent

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.