Service Designer - Higher Education - Service Management-ITIL

Service Designer with experience of redesigning new services, journeys, and supporting workflows and processes is urgently needed to support our higher education client on the implementation of a new Enterprise Service Management platform.

The Service Designer will be tasked with redesigning service management services across IT, Finance, HR, Procurement, Research, Procurement and others. The scope will include service catalogue, CMDB, incident, problem, change, knowledge management, service desk and major incident.

Service Designer- Higher Education- Service Management-ITIL- Essential Experience

• Knowledge of service architecture and design of both IT and business services, including how these services are joined up into end-to-end journeys and value streams.
• Experience of performing a service design role within an enterprise wide service management environment within Education or public sector or similar complex environment.
• Awareness of ITSM practices, and experience of enterprise service management practice
• Ability to employ service data models, and application within both IT and business services.
• Service user experience design, self-service design, driving self-service (CMDB & auto-discovery)
• Knowledge of service management platform technologies, and how service management platforms enable service experience and realisation of efficiencies
• Experience of service transformation including required cultural and working practice changes.
• Excellent stakeholder skills with the ability to facilitate workshops and design activities - ability to manage conflicting priorities, keeping stakeholders aligned to strategic goals. (Alignment with technical & enterprise architecture).
• Knowledge of business strategy and requirements formulation and designing services to support these utilising (User journeys and value streams)
• Capability to defining principles and design standards for services, ensuring re-use and repeatability through use of patterns and playbooks or similar
• Pragmatism and ability to build step-by-step approach to change and maturity
• Knowledge of service measurement, reporting, CSFs, SLAs, KPIs - and extending this into supporting programme benefits measurement
• Capability to highlight risk and compliance in programme delivery and building into service design
• Knowledge of Operating Model, TOM
• Experience of Agile & services and how Product and Service Management work together (DevOps/Change Enablement)
• Certification or experience within ITIL4, Agile and DevOps, Six Sigma, LEAN

The assignment is initially for 6 months and requires 2 days on site per week in central London. Its inside IR35

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.