Service Strategy and Design Lead

3 weeks ago

London, United Kingdom Transport for London Full time

**Service Strategy and Design Lead**
**041772**

**Organisation**
- Customers, Communication and Technology

**Job**
- Technology Service Operations

**Position Type**
- Full Time

**Role Type**:Permanent
**Location**:Pier Walk - Office & home working
**Salary**:circa £55,000 dependent on skills, knowledge and experience

We are currently recruiting for a Service Strategy and Design Lead within TSO End User Computing to develop the business service design requirements for new and existing EUC services ensuring accurate assessment of customer requirements, service model creation and design of service level agreements in order to improve its quality, and the interaction between EUC and its customers.
The role holder will support TSO and the Programme and Technology Delivery teams throughout the design and transition process and will ensure service designs align with the T&D strategy and emerging technologies to deliver business outcomes in a cost effective and efficient manner throughout the respective life cycle of those services.
The post holder will have been working for a number of years as a Design Lead and will be able to demonstrate positions previously held that identify service strategy experience and leadership in design delivery.

**Key accountabilities**
- To consider new services and its constituent components and their inter-relationships cross technology stacks, ensuring that the services delivered meet the functionality that support EUC services
- Develop the skills and capability within EUC by moving strategy and design activities into operational tasks, making effective and efficient use of all EUC service resources
- To develop and deliver service requirements for new and existing services that can be clearly translated into contractual terms to achieve cost effective delivery of business outcomes in line with agreed T&D strategies
- To produce and maintain the service design principles that support the creation of end-to-end service designs to enable the successful transition of services into live operations
- To identify and manage risks so that they can be removed or mitigated before services go live
- To produce and deliver service design packages (SDPs) for services within the agreed targets, ensuring alignment to relevant standards, policies, design principles, and business operating model architectures, to enable the successful transition of services into live operations
- To effectively plan, prioritise and coordinate continuous service improvement initiatives across a portfolio of services, maintaining an holistic view of services via the service catalogue, and proposing relevant consolidation of services in order to deliver cost efficiencies
- To develop key processes, reflecting industry best practice, that generate sufficient controls to ensure compliance with all relevant standards and policies and ensure consistent implementation across TfL
- To produce and deliver service roadmaps and ensure relevant stakeholder input is achieved to facilitate optimal delivery of services and realise improvements and cost efficiencies
- To elicit and shape strategic service requirements with relevant business stakeholders for their respective services and capture demand in order to successfully resource and support TSO teams
- Produce and maintain processes, policies, architectures, frameworks and documents for the design of EUC solutions, to meet current and future agreed business needs
- To Input into executive papers for key decision making in the delivery of business-critical services to ensure informed business decisions can be taken in alignment with T&D strategies
- To produce and maintain the service design principles that support the creation of end-to-end service designs and embed these into the T&D Project Gateway Processes to enable the successful development and transition of services into live operations.

**Knowledge, Skills and Experience**

**Knowledge**
- IT Service Design & Delivery qualifications required, such as ITIL and its practical operation in large organisations
- Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS
- Broad knowledge of all Technology and Data Services, including the operating businesses
- Knowledge of relevant national and international legislation pertaining to the Government/Public Sector IT - e.g., Data Protection Act, EU Procurement Directives and Freedom of Information Act.
- Knowledge of current/emerging technologies and processes employed in designing and delivering Enterprise-Wide IT services with an End User Computing environment

**Skills**
- Excellent communication skills with ability to articulate clear messages via written, oral and design artefacts
- Proven ability to influence at a senior leader level, both internally and with third parties
- Able to systematically define and implement service strategies
- Able to produce informed design principles and communicate these coherently to a wide variety of specialisms
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