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Service Design Manager

  • Lancashire
  • Contract
  • £350.00 - £355.00 per hour

Service Design Manager

Role Summary

We have an exciting new contract opportunity based in Preston as a Service Design Manager.

The role will be an initial 6 month contract and will provide you with defining and documenting service models for newly introduced or upgraded services. The Service Design Manager is responsible for creating service models in-conjunction with an array of projects and service stakeholders.

Key Responsibilities

  • Identify all required all service support and administration processes
  • Identify all Configurable Items (inc hardware, software and services) which need to be proactively managed to ensure continuity of service in the long term
  • Design provisioning workflow processes
  • Ensure incident, change, request, reporting, capacity management, event management and finance billing processes are designed and agreed.
  • Detailing service capacity and availability plans
  • Agreeing service SLA and KPIs
  • Support user acceptance and testing
  • Detailing service stakeholder roles and responsibilities
  • Provide consultant support for end user communications
  • Conducting service user experience reviews to meet CSAT targets and provide support to communication mangers
  • Produce OSP which detail how multiple service suppliers work together and resolve disputes
  • Fully document service models within an comprehensive SDP for hand over to Service Transition Manager for implementation.

Key skills & qualifications

  • Define support strategies and models in support of projects (billable to projects)
  • Ensure service models are designed that support a proactive management prevent agenda
  • Ensure that user experience is ‘designed in’ by projects
  • Represent the end user experience input into Changes and Transition / ORR activities
  • Sponsor and lead Service Improvement initiatives associated with user experience
  • Ensure service experience design supports positive CSAT outcomes.
  • Present progress updates by way of presentation to customers.
  • Report service development progress on a routine basis
  • Escalate issues as required in a timely fashion
  • Advise project resource requirements and service Delivery FTE impact
  • To fully understand the business goals and needs of clients by immersing yourself in their environment
  • To have a clear understanding of user experience and user-centric design
  • To understand industry standards relating to performance metrics and user interface experiences

What we’re looking for in you

Excellent verbal and written communication skills.

Well-developed analytical/ problem solving/ decision making skills.

Strong organisational skills who is adaptable in a fast-paced environment.

Stakeholder management skills.

Location: Preston

Rate: £355.38 per hour (INSIDE IR35)

AAP3 is acting as an Employment Business in relation to this vacancy.

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