Service Design Manager

Overview

In this role you will define and drive the service design and transition for a large-scale revenue collection and ticketing programme. You will ensure designs align with contracts, governance, and live service requirements, coordinating across multiple parties to deliver end-to-end service changes. Your work enables safe, controlled deployments with clear acceptance criteria and robust artefacts. This position offers impact across a multi-supplier ecosystem, shaping resilient, scalable services in a forward-thinking technology environment.

Responsibilities

• Define and maintain the Service Design and Service Transition Plan to align with contracts and governance
• Lead end-to-end service designs covering design, change management, testing, transition, and decommissioning
• Ensure service designs enable safe, controlled implementation and minimize live disruption
• Define and manage service acceptance criteria, impact assessments, and traceability from requirements to delivery
• Coordinate across suppliers and interfacing parties for integrated design and clear accountability
• Ensure designs meet business objectives, quality, security, and cost requirements
• Oversee artefacts, including high-level and low-level designs, support models, and assurance documentation
• Design for resilience, scalability, and minimal operational impact
• Lead service assurance through design, development, testing, and release stages
• Lead the CAB process to adequately define and approve service design aspects
• Drive operational readiness and service transition including release, deployment, training, and early life support

Key requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related discipline (or equivalent)
• Proven experience in service design and service transition within large-scale IT or systems integration programmes
• Experience across end-to-end service lifecycle including design, testing, change management, and transition
• Experience producing and managing service design artefacts (option analysis, impact assessments, high/low-level designs, service documentation)
• Experience defining and managing service acceptance criteria, traceability, and assurance processes
• Strong knowledge of multi-supplier environments and interface management
• Understanding of non-functional requirements (security, resilience, performance, scalability)
• Experience in risk identification and mitigation within service design/transition
• Knowledge of ITIL and ISO 20000 principles (design, transition, continual improvement)
• Governance and documentation skills supporting assurance, approvals, and audits
• Excellent stakeholder management and communication skills
• Desirable: ITIL 4 Foundation (advanced certificate preferred) and familiarity with ISO 20000 or similar standards
• Desirable sector experience: transport/ticketing systems, large public sector or safety-critical environments, complex systems integration, PCI/security/compliance

• stakeholder management
• communication
• governance and oversight
• ITIL
• ISO 20000
• service design artefacts

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