Service Design Consultant

Project overview

This is an exciting opportunity to play a pivotal role in a major service transformation programme. You ll work at the intersection of technology, operations, and business functions, taking ownership of designing robust, operationally-ready services that support innovative new products. You ll have the autonomy to shape service models, influence senior stakeholders, and ensure seamless transition into business-as-usual operations.

Job Title: Service Design Lead

Job Type: Contract

• Contract
• Up to £425/day (outside IR35)
• Central London (2-3 days on-site per week)

Project details

up to £425/day (outside IR35)

Working arrangement: Hybrid - 2-3 days on-site per week

Central London

The Role:

What We re Looking For

Technical Requirements

Desirable Experience

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.

Computappoint do not use AI to filter or assess candidates, we use experienced and dedicated recruiters, who want to match the best people to roles.

• Lead the end-to-end service design process for new products and services entering production.
• Transform service requirements into practical and sustainable service management frameworks.
• Design and document key ITSM processes, including: Incident Management, Major Incident Management, Problem Management, Change Management, Release Management, and Service Request Management
• Facilitate workshops with business, technical, operational, supplier, and support teams.
• Develop service operating models, governance structures, escalation paths, and support frameworks.
• Define SLAs, OLAs, service ownership models, KPIs, reporting requirements, and operational readiness criteria.
• Partner with architecture, engineering, security, and operations teams to ensure successful service transition into BAU support.
• Identify and manage risks, dependencies, and issues throughout the service design lifecycle.
• Drive consensus across complex stakeholder groups and ensure delivery against key milestones. [Service De...dgate.docx | Word]
• Proven experience as a Service Design Lead, Service Design Architect, Service Architect, Service Readiness Lead, or similar.
• Strong background in designing enterprise IT service management processes and support models.
• Expertise across Incident, Problem, Change, Service Transition, and Service Operations disciplines.
• Extensive workshop facilitation and stakeholder engagement experience.
• Experience working within complex enterprise environments.
• Strong documentation and service design capabilities.
• Ability to work independently and drive outcomes with minimal supervision. [Service De...dgate.docx | Word]
• Strong practical knowledge of ITIL 4.
• Deep understanding of the ITIL 4 Service Value Chain and its application within large organisations.
• Experience defining service governance, operational readiness frameworks, and support models.
• Knowledge of ServiceNow and other enterprise ITSM platforms is highly desirable. [Service De...dgate.docx | Word]
• Insurance or wider financial services experience.
• Digital transformation and new product introduction programmes.
• Enterprise service management implementation or improvement initiatives.
• Previous ServiceNow platform exposure
• Start: flexible
• Location: London, UK, GB
• Rate: 53-53 EUR/h