Service Designer

Purpose of this role

• Be responsible for shaping and delivering consistent, compliant, and efficient end-to-end Services for the new Global Store front, Retail Platform and Clinical Platform, ensuring alignment to the Specsavers’ IT Strategy.
• Identifying the impact of change on Infrastructure & Operations, both in terms of supportability, resource, and financial impact.
• ensure services are designed to be fully supportable and performance of on-going support services can be tracked and measured.
• design the services to ensure they meet business needs and align with the organisation's IT Service Strategy
• Lead the design and development of end-to-end IT services, including infrastructure, application, and operational components.
• ·Ensure people, third party and budget impacts are all factored into the service design to ensure full, on-going run capability is considered, planned, agreed, resourced and budgeted for.
• Collaborate with stakeholders to understand business needs and translate them into scalable, sustainable service solutions.
• Work closely with value stream leads, IT teams, and third-party vendors to define and document service requirements.
• Act as a key point of contact for service-related discussions during project planning and execution phases.
• Define and document service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs).
• Ensure full documentation and knowledge transfer into the Service Transition team to enable the safe introduction of the designed service into production.
• Assess and mitigate risks associated with service designs, ensuring potential impacts on operations are identified and addressed.

Candidate Requirements

• Experience of delivering Service Design for a Global Website for a complex large enterprise organisation
• ITIL qualified (min v3) with a deep understanding of ITIL principles, practices, and processes.
• Experience in IT service design, service architecture, or a similar role within an IT Infrastructure & Operations environment.
• Experience with tools such as ServiceNow or other ITSM platforms
• Experience with using Jira for planning and managing work
• Strong leadership with a proven ability in collaboration, influencing and leading
• Familiarity with modern IT infrastructure, cloud technologies, and DevOps practices including CI/CD Pipelines
• Strong problem-solving skills with a focus on long-term strategic outcomes.
• Proven track record of designing and integrating services that involve different tools, providers, processes, teams, and time zones in a multi-vendor environment.
• Excellent written and verbal communication skills to articulate complex concepts to diverse audiences
• Flexibility in a rapidly changing and developing environment, with the ability to work under pressure
• Self-motivated and capable of working within project timescales and deadlines.

Deliverables

• Define and Produce Service Definition for the new Ecommerce Application by end month 1
• Define the requirements for the CI/CD pipeline to ensure it can support multi vendor & multi purpose (Dev & Ops) usage by end month 3
• Define and Produce Service Definitions for the new global clinical platform & all underpinning applications by end month 6