Service Designer - SC Cleared

Experis; Corsham; On-site; GBP 101,475 - 110,700; Full time

Benefits offered by this job

Hybrid work (Home & client site)

Initial 9 month contract

Job summary

Experis is seeking an experienced Senior Service Designer to support a major Public Sector ITSM transformation programme centred around BMC Helix. You will lead discovery activities, understand user needs and redesign key IT service management processes using Human-Centred Design principles.

You will conduct user research, facilitate workshops and create service design artefacts including user personas, journey maps, service blueprints and future operating models.

Qualifications

• Experience applying Human-Centred Design to large transformation programmes.
• Strong user research and stakeholder engagement capability.
• Ability to create journey maps, service blueprints and operating models.
• Skilled in workshop facilitation and design thinking.

Responsibilities

• Lead discovery activities, understand user needs and redesign ITSM processes using HCD.
• Conduct user research, facilitate workshops and create personas, journey maps, service blueprints and operating models.
• Identify opportunities to improve services through AI/GenAI and automation.
• Help establish a repeatable design approach across service areas.
• Collaborate with ITSM transformation programme stakeholders.

Skills

Human-Centred Design

Service Design

User research

Stakeholder engagement

Journey mapping

Service blueprints

Operating model design

Workshop facilitation

AI/GenAI opportunities

Automation opportunities

Tools

Miro

Mural

Job description

Senior Service Designer - Senior Service Designer (Human-Centred Design)

We are currently looking for an experienced Senior Service Designer to support a major Public Sector ITSM transformation programme centred around BMC Helix.

Working alongside Senior ITSM Consultants and client stakeholders, you'll lead discovery activities, understand user needs and redesign key IT service management processes using Human-Centred Design principles.

You'll conduct user research, facilitate workshops and create service design artefacts including user personas, journey maps, service blueprints and future operating models. You'll also identify opportunities to improve services through AI, GenAI and automation, ensuring any changes genuinely enhance user experience and service adoption.

Initially you'll focus on Incident, Major Incident, Problem, Knowledge and Configuration Management before helping establish a repeatable design approach across additional service areas.

We're looking for experience in:

• Human-Centred Design (HCD)
• Service Design within large transformation programmes
• User research and stakeholder engagement
• Journey mapping (AS-IS / TO-BE)
• Service blueprints and operating model design
• Workshop facilitation
• Design Thinking
• AI, GenAI and automation opportunities
• Miro and/or MuralDesirable experience includes BMC Helix, BMC Remedy, ITSM, ITIL and Public Sector environments.

In return:

• £550 - £600pd (Inside IR35)
• Initial 9 month contract
• Hybrid work (Home and travel to UK Client sites as required)

Please note, due to the nature of the work required, candidates will need to hold live SC Clearance or be eligible and willing to undertake SC Clearance as a minimum requirement.

This is an excellent opportunity to play a key role in shaping future digital services and influencing how AI is embedded into enterprise service management.