Service Design

Key Responsibilities 

1. Service Design & Lifecycle Management 

• Deliver Service Design Packages for critical and prioritised projects within the change portfolio. 

• Define and document Service Models covering Service Operations, Supplier Management, SLM and CSI. 

• Support the governance of IT Service Management across the service lifecycle. 

• Maintain and apply ITIL best practices across service design activities. 

2. BAU Transition & Support Models 

• Create Support Models for services transitioning from project delivery into BAU. 

• Support reengineering of existing service designs or support models where required. 

• Ensure operational readiness for new or changed services through structured checklists and reviews. 

• Support Hypercare activities for newly transitioned services. 

3. Stakeholder Collaboration 

• Work with Service Owners, Process Managers, PMs and BAs across the IT organisation. 

• Liaise across technology and service “towers” to ensure alignment of service design with business and technology strategy. 

• Act as an extension of client’s ITSM Process Teams where required. 

4. Governance & Continuous Service Improvement 

• Support Continuous Service Improvement (CSI) initiatives and Service Improvement Plans (SIPs). 

• Maintain and improve Service Design templates, Support Model templates and Business Readiness checklists. 

• Review and approve service models to ensure consistency and quality. 

• Capture lessons learned and feed improvements back into service design practices. 

5. Compliance & ITSM Alignment 

• Ensure service designs align with ITIL practices and internal ITSM processes. 

• Support audit and governance requirements related to service design artefacts. 

• Maintain clear documentation and traceability for service acceptance and transition decisions.