Description
Hi,
One of my prestigious client who is based out of London is urgently looking for a Service Design Manager to be based out of London on Contractual basis.
My client is looking for following experience and skill set:
Key Relationships
Reporting To
Sr. Manager
Direct Reports (if any)
None
Other Stakeholders
Service Architect/Solution Owner, Commercial Manager, Bid Manager, Solution Design, Transition Manager, TSM, SAM, SCM, Test Manager, Solution Operations, Service Operations
Role purpose:
- The Service Designer will mainly be accountable & responsible for producing service wrap in the form of low level service design (constituent part of overall Low Level Design) on WON deals (post-sales)
- Responsible to ensure that the low level service design is linked to a baseline Requirement Matrix, High Level Design (HLD) and Low Level Technical Design
- Responsible to work closely with Service Architect/Solution Owner to support creation of the high level service design in pre-sales
- Contribute to the development of Customer's Solution Offerings, developing designs for new services, supporting service transition, operation and subsequent service improvements as part of the service life cycle
- Play a key role in promoting service management and ITIL processes within Customer and their customers
Key accountabilities
Core Tasks
- Producing service wrap in the form of low level service design covering what is required to deliver, operate and manage the Services offered to the customer; eventually covering How services shall be consumed
- Scope would include designing processes & reports/interfaces around tools/resources etc. for services that are instrumental in deliver, operate and manage customer solution such as Incident, Problem, Event, Change, Capacity, Availability, Asset & Configuration, Service Level Management and Request Fulfilment
- In addition, service designer also designs & documents how the customer solution will be monitored, reported, billed, how CMDB updation will happen & what service levels the solution will deliver (including SLA commitments, early life SLAs, any other KPIs, 3rd party service measurements etc.)
- Conduct customer workshops along with internal stakeholders to agree and finalize low level service design required for Service Management and Service Operations
- Responsible to create single technical agnostic service wrap/design for customer solution
- Negotiating and agreeing levels of service to be delivered ie SLAs, OLAs and underpinning agreements and ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
- Work closely with Service Architect, Technical Solution Manager (TSM), Solution Design, Service Acceptance Manager (SAM), Solution Operations and Service & Contract Manager (SCM) while creating the low level service design and during early-life/handover
- Ensure that low level service design is enhanced/updated with any move/add/change/delete during the in-life of customer solution
- Work with any identified key third-party to supplement and support the delivery, operation & management of the customer solution
- Contribute into the high level service design or provide support to the Service Architect/bid team during pre-sales
- Engage with the solution owner and customers to define the service outcomes and performance characteristics as well as SLA commitments
Additional Tasks
- Contribute in developing Service Catalogue which industrializes proposition delivery (eg methods, processes, designs, cost models, ToRs, plans, role profiles, etc.) to ensure repeatability and ease of use for Customer standard offerings
- Process and Tool maturity assessments and recommendations and providing ITIL best practice advice and guidance to Product/Service Managers
- Work with relevant stakeholders to identify required services and functions to form concise, comprehensive, repeatable and cost-effective service designs & offerings
- Work with any identified key third-party to supplement and support the delivery of Customer propositions
Role requirements
Experience:
- Minimum 10 years work experience within the IT/Telecom industry ideally in a service management or consultancy role or 3rd party clients and developing service offerings and propositions
Knowledge & Skills:
- Acclaimed specialist in own area with depth and breadth of knowledge
- Understanding and awareness of industry related OSS/BSS systems used for monitoring, billing, reporting etc.
- Strongly focused on process and methods
- Excellent communication skills (verbal and written) including presentation skills and ability to articulate ideas clearly and simply both at technical and business levels
- Proven ability at producing documentation and proposals
- Experience in working closely with Sales and Marketing groups, Design, Delivery and Operations teams
- Strong team player and ability to manage relationships with key customers and suppliers
- Proven analytical ability across internal business operations, related industries, markets, competition etc.
- Flexible approach and an ability to operate effectively with uncertainty and change; operates effectively in a highly complex Matrix organisation
- Pro-active in responding to customer needs and requirements
- Has a logical/methodical approach to fault management
- Ability to work well under pressure and meet tight deadlines
- Personal focus on continuous improvement and innovation
Qualifications:
Mandatory
- Masters Degree from a recognized institution
- ITIL V3 Intermediate or Expert level certified
Desirable
- Prince 2 or other project management methodology
If you the above role suits you then please send me your updated CV for Immediate interview.