Galaxi Consulting Group
Service Designer
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Job Description
Service Integration & Management (SIAM) Service Design Manager
Location – London Paddington area
Mode of Working - Hybrid
Employment Type - Only Contract - 6 Months
End Client: BP
Service Design serves as the bridge between Business, Projects, Architecture, Suppliers, and Operations. Its primary objective is to ensure every new or changed service is operationally ready, supportable, measurable, secure, and aligned to SIAM governance before transitioning into production.
Role Purpose
The Service Design Manager is responsible for designing, governing, and assuring end-to-end IT services within a multi-supplier environment. The role ensures that all new services, applications, infrastructure solutions, and technology changes are designed with operational excellence, supportability, resilience, security, monitoring, and service management requirements embedded from inception. The Service Design Manager acts as the custodian of service design standards, ensuring services are fit for purpose, fit for use, and fully aligned with business objectives and the SIAM operating model.
Key Responsibilities
Service Design Governance
- Define and maintain the Service Design framework, standards, policies, and operating procedures.
- Govern the design of new and existing IT services across the service lifecycle.
- Ensure all service designs meet business, operational, security, compliance, and support requirements.
- Establish and enforce Service Design quality gates before transition into production.
- Chair Service Design Reviews and Architecture Assurance forums.
End-to-End Service Design
- Design integrated business services spanning applications, infrastructure, cloud platforms, networks, suppliers, and support teams.
- Develop and maintain Service Design Packages (SDPs).
- Define service scope, dependencies, support models, service levels, operational requirements, and ownership structures.
- Ensure services are designed for availability, resilience, recoverability, scalability, and performance.
- Validate end-to-end service maps and associated service dependencies.
Operational Readiness & Service Acceptance
- Define operational readiness criteria for all new or modified services.
- Ensure monitoring, alerting, support processes, knowledge articles, runbooks, and escalation paths are established prior to go-live.
- Lead Operational Acceptance Testing (OAT) and Service Acceptance activities.
- Confirm support teams and suppliers are trained and prepared to support new services.
- Ensure successful handoff from project delivery teams to operational teams.
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Supplier Integration & Coordination
- Collaborate with internal and external suppliers during service design activities.
- Ensure supplier responsibilities, interfaces, and service boundaries are clearly defined.
- Validate support models across multiple service providers.
- Establish service accountability matrices (RACI) and cross-supplier operational processes.
- Align supplier service levels with business requirements.
Service Level & Performance Design
- Define service targets, SLAs, OLAs, KPIs, and monitoring requirements.
- Ensure measurable service outcomes are designed into every service.
- Establish reporting requirements and service performance metrics.
- Align service levels with business criticality and user expectations.
Risk, Security & Compliance
- Embed security, privacy, compliance, and risk management requirements into service designs.
- Ensure disaster recovery, business continuity, and resilience requirements are addressed.
- Conduct design risk assessments and mitigation reviews.
- Validate regulatory and organizational compliance requirements.
Continual Service Improvement
- Identify design weaknesses contributing to service instability or operational issues.
- Drive design improvements through lessons learned from incidents, problems, and operational reviews.
- Promote automation, standardization, and service simplification.
- Improve service quality, supportability, and user experience through ongoing design optimization.
Required Skills & Competencies
Service Management
- Strong understanding of ITIL Service Design, Service Transition, and Service Operation practices.
- Experience in SIAM and multi-vendor service environments.
- Knowledge of Service Level Management, Service Assurance, and Service Governance.
- Understanding of Service Catalog and Service Portfolio Management.
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Technical & Architectural Knowledge
- Understanding of:
- Enterprise Applications
- Cloud Platforms (Azure, AWS, GCP)
- Infrastructure Services
- Networks
- Security Services
- Monitoring & Observability
- Business Continuity & Disaster Recovery
- Ability to translate technical architecture into operational service models.
Leadership & Stakeholder Management
- Strong stakeholder engagement and facilitation skills.
- Ability to influence project teams, architects, suppliers, and operational leaders.
- Excellent communication and presentation skills.
- Strong analytical and decision-making capabilities.
Qualifications
- Bachelor's degree in Information Technology, Engineering, Computer Science, Business Information Systems, or equivalent.
- ITIL Foundation Certification (mandatory).
- ITIL Managing Professional or ITIL Strategic Leader (preferred).
- SIAM Foundation Certification (preferred).
- TOGAF, Azure, or Architecture certifications (desirable).
Experience
- 8-15 years of experience in IT Service Management, Service Design, Service Architecture, or Service Delivery.
- Experience designing enterprise-scale services in complex multi-supplier environments.
- Proven experience supporting digital transformation, cloud migration, and service transition programs.
- Experience working with project delivery, architecture, operations, and supplier organizations.
Key Performance Indicators (KPIs)
Service Readiness
- % of services successfully passing Service Acceptance criteria.
- Production readiness compliance rate.
- First-time-right service deployments.
Quality & Stability
- Reduction in post-go-live incidents.
- Reduction in early life support escalations.
- Improvement in service availability and reliability.
Governance & Compliance
- Service Design review compliance.
- Audit and policy adherence.
- Completion of operational readiness activities before go-live.
Business Outcomes
- Customer satisfaction with newly introduced services.
- Service adoption rates.
- Time-to-operational-readiness.
- Reduced operational risk for new services.
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