Service Design Coordinator - (AM)

Key Responsibilities:

• To work with business, technical, and operational stakeholders to capture and translate requirements into detailed service design inputs (functional & non-functional).
• To coordinate all service design activities. Develop and maintain Service Design Packages (SDPs) or equivalent ITIL v4 artifacts, including SLAs, OLAs, process flows, support models.
• Oversee end-to-end lifecycle of IT services from conception of deployment and Go-Live (Hypercare).
• Ensure all service design activities adhere to organizational policies, ITIL v4 guiding principles, and governance frameworks defined by Service Design to enable the successful transition of the services into live operations.
• Facilitate workshops, meetings, and design walkthroughs with architecture, operations, and business teams to drive alignment and approvals.
• Contribute to risk and impact assessments for new or changed services, ensuring dependencies are identified and readiness criteria are met before transition.
• Maintain service design documentation repositories, templates, RACIs, and ensure all design deliverables are version-controlled and auditable.
• Effectively communicating design concepts to both technical and non-technical stakeholders.
• Highlights issues and risks identified for the service to relevant stakeholders.
• Capture lessons learned, propose process improvements, and support the Service Design Manager in enhancing the maturity of the Service Design practice.
• Align with the Key Performance Indicators (KPIs) to measure the success of services and continually improve them based on data and feedback.
• Understanding of Project Management lifecycle and Agile/Waterfall methodologies.

The Person:

• 3-5 years minimum relevant experience doing the Service Design role.
• Excellent communication skills with ability to articulate clear messages via written, oral and design artefacts.
• Excellent team player with ability to collaborate between multiple internal and 3rd party provider teams.
• Good Knowledge of how services are designed and transitioned into production.
• IT Service Management qualifications required, such as ITIL and its practical operation in large organisations (Minimum ITIL V3 Foundation certified).
• Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS.
• Experience in delivering a wide range of service designs in large, and operationally focused organisation.
• Experience in delivering service design packages for organisationally critical services.