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About the Role
Candidates must have a strong track record of performing a Service Design and Introduction role, ideally with a proven knowledge and understanding of how these align with ITIL processes. Responsible for the planning and coordination of resources to ensure that services are effectively transitioned into service operation and that any changes to live services or retirements from live service are controlled.
Responsibilities
- Creation of service designs in accordance with the agreed service level targets
- Design and documentation of ITIL based service support models
- Contribute to the efficiency & effectiveness of service delivery by ensuring adherence to discrete standard models and consideration of service-related non-functional requirements during on-boarding
- Documentation of the responsibilities of suppliers in service support and that the responsibilities match their contractual commitments
- Provide coordination between projects, suppliers, Service Operations, and live services teams
- Updates to the Service Catalogue to ensure it is maintained, contains accurate information on all operational services and those being prepared to be run operationally
- Ensuring that the service designs follow the standard approach for Capacity, Availability, Information Security and IT Service Continuity Management
- Identification of the Operational Level Agreements and underpinning contracts required to operate the service
- Creation or amendment of standard Service Designs, Service sheets and user-facing service collateral
- Documentation of process flows across all in-scope service support processes
Requirements
- Proven track record in delivery in a similar role
- Proven Experience and execution of service design/architecture and Introduction
- Experience of working in a high-pressured environment
- Experience of SLA reporting, Key Performance Indicators, Dashboard reporting and Trend Analysis
- Supplier management experience
- Experience in case management toolsets – preferably ServiceNow
- Excellent working knowledge of Microsoft Office – particularly Excel
- Proven experience in communicating with a variety of stakeholders at different levels
- Strong Team working skills
- Able to work without supervision
- Strong inter-personal skills
Skills
- Service Design
- Service Introduction
- ITIL processes
- SLA reporting
- Key Performance Indicators
- Dashboard reporting
- Trend Analysis
- Supplier management
- Case management toolsets
- ServiceNow
- Microsoft Office
- Excel
- Communication
- Team working
- Inter-personal skills
Location
- UK-based
Work Type
- Flexible Working
- home working
- part time
Experience Level
- 30+ years experience (company established)
Education Level
- ITIL Foundation Certificate (minimum)
- Service Design Lifecycle module (preferable)
Benefits
- Autonomy to develop and grow skills and experience
- Part of exciting project work that is making a difference in society
- Strong, inspiring, and thought-provoking leadership
- Supportive and collaborative environment
- LinkedIn Learning
- Management development programme
- Training
- 24/7 confidential employee assistance programme
- Flexible Working
- Home working
- Part time
- Office parties
- Breakfast Tuesdays
- Monthly pizza Thursdays
- Thirsty Thursdays
- Commitment to charitable causes
- 25 days of annual leave a year
- Bank holidays
- Option to buy 5 extra days each year
- 2 paid days per year to volunteer
- Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
- Life Assurance of 4 times base salary
- Private Medical Insurance (non-contributory, spouse and dependants included)
- Worldwide Travel Insurance (non-contributory, spouse and dependants included)
- Enhanced Maternity and Paternity Pay
- Season ticket loan
- Cycle to work scheme
About the Company
- Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK.
- Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.
- Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.
- We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems.
- At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.
- Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.
- Methods was acquired by the Alten Group in early 2022.