Job Description

Head Of Service Definition + Design in City of London, London



City of London, London





Head of Service Definition + Design
Full Time
Hybrid (SE UK Home based with travel to client sites UK wide)
£75 - 85K basic + 10% Bonus plus benefits

Are you an experienced ITIL certified Head of Service Design looking for a new challenge?

Do you have a background in IT Service Transition, Service Definition, Service Design, Service Readiness and Continuous Improvement?

Here at ARM we are recruiting for a full time permanent Head of Service Definition + Design for a global IT services and consultancy client of ours.

Our client:
They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

The Service Definition + Design function sets the standards for service design, transition, and delivery for our client. The Head of Service Definition and Design engages throughout the pre-sales stage through to delivery / service commencement or decommission to ensure all services are defined and designed utilising a standard approach and helps to qualify opportunities and scope this on behalf of the practices managed services delivery.

The Head of Service Definition and Design is experienced in the design, transition and delivery of services and supports the practices and internal support functions in the qualification, definitions and design of services to ensure a positive customer experience and an efficient ongoing delivery of the service.

As he Head of Service Definition and Design you will be responsible for:
* Establishing a service definition and design function to include guiding principles, processes and underpinning proposal and contract templates, working closely with the sales teams and delivery practices
* The development of standard service descriptions and components, service levels and support processes to aid the development of RFPs and commercial proposals and agreements
* Qualify, scope and define service-related opportunities
* Working with the pre-sales and sales departments and customers and vendors (where applicable) to develop proposals, RFP responses and create Statement of Works prior to business approval
* Design of the service in accordance with the Service Design processes (to be developed and maintained by the Head of Service Definition and Design)
* Act as the focal point of contact and working with all impacted departments to ensure service capabilities are understood and documented within the standard sales documentation
* Reporting progress to key stakeholders in a timely manner highlighting progress, dependencies, and risks
* Ensure (in Design and working with CTO office) that the "service experience" is defined implemented and measured
* A Centre of Excellence for Service Definition and Desing capable of conversing across the business and with customers regarding all matters relating to ITIL or similar standards

Continuous Service Improvement:
* Ensure lessons learned are documented throughout the transition and shared with the relevant internal teams for resolution and are recorded in the ITSM tools
* Support the continuous improvement of the internal processes and service delivery

* Minimum of 5yrs service design and transition experience, managing service transitions, plans, and onboarding
* Experience within a service delivery / operations capacity
* Ability to translate contracts to align with service requirements and processes
* Strong relationship management skills that aid successful knowledge transfer and service readiness
* ITIL4 Foundation Level
* Excellent planning and forecasting skills and ability to manage risks
* Prior experience in working for a managed service provider is desired but not essential
* Communication (written and verbal), presentation, facilitation, and administration skills
* Process orientated with experience in developing and implementing processes
* Ability to deal with high pressure to ensure positive outcomes
* Flexible approach to assignment of tasks and the ability to adapt to meet changing business needs
* Self-motivated
* The ability to communicate in a clear and concise manner to all levels in a variety of different mediums

Some of the benefits include:
* Healthcare and dental insurance
* Annual bonus of 10%
* Company pension is matched up to 5%
* 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
* Life assurance - 4 x annual salary
* Cycle to work scheme
* Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training courses

Please contact me directly on -


This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.

Job reference 124104_1719564030
Date posted 01 July 2024

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Adam Vaughan

Adam Vaughan

Account Delivery Manager

02392 228245

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