Service Design Lead

20 hours ago


Pendlebury, United Kingdom Zellis Full time

**About the role**

Moorepay’s operational teams are embarking on a transformation journey to modernise and improve how payroll and HR services are delivered to our clients. The Service Design Lead will play a pivotal role in this journey by ensuring the product operabilityfor operations is improved materially through developing a strong working relationship with our product, commercial and service delivery partners.

The Service Design Lead will define the roadmap of improvements and support the transition of these to Operations. The Service Design Lead will be directly involved in drafting and implementing new and improved service operations processes to meet customerand business needs, both short as well as long term.

The individual will also need to drive cultural change to a more structured service operating model and be able to articulate consistently and confidently what best practice looks like and illustrate the benefits of its adoption.

Key responsibilities include:

- High standard of service design documentation to articulate operations support for our Product(s).
- Defining and embedding our Service Design and Transition Process into the Product Development lifecycle for larger scale change.
- Defining, embedding and facilitating the process for prioritising and submitting operations demands into our Product/IT development roadmap.
- Ensuring the design of operations impacting features have relevant operation requirements documented and submitted as part of their development.
- Ensuring Operations involvement at the earliest point for any strategic changes, such as entrance to new markets and adoption of new Products.
- Articulating and demonstrating the value of the roadmap of improvements to either operating expense, efficiency or customer experience and the revenue this will support.
- Ensuring all changes will satisfy our operational needs, and when a change will have a negative impact this is escalated to the Head of Service Management and relevant members of the Operations SLT.
- Documenting service design artefacts to illustrate the scalability and constraints of the support wrap we will provide, with artefacts such as operating models, support models, service design documentation, etc.
- Detailed business analysis outlining problems, opportunities and solutions for operations supported services.
- Designing, re-engineering and documentation of service processes based on best practice for operational service management.
- Impact assessment of any new or changes to services we need to support and the operations operating model.
- Guiding the prioritisation of the roadmap of service improvements for the Product(s), ensuring Operations can serve business/customer needs.
- Running and supporting early life support sessions to ensure changes meet Operations team needs once live.

**Skills and experience required**
- Understanding of Service Design and Transition methodology.
- Requirement gathering and management.
- Process modelling and knowledge of notation standards (e.g. BPMN).
- Process Improvement methodologies (e.g. DMAIC).
- Concise written and verbal communication skills.
- Analytical thinking and problem solving.
- Understanding of of Service Delivery tools and their configuration to meet operational needs.
- Experience of working within both waterfall and agile delivery environments.
- O365 toolset, specifically Power Automate (Flows), Power BI and SharePoint.
- Service Management frameworks (e.g. ITIL).
- An understanding of Payroll & HR industry.
- Experience of working within a transformation programme or system change project.

**About us**

Moorepay is a team of over 500 friendly professionals across four offices in Manchester, Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average lengthof service at Moorepay is 12 years, which speaks for itself

To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

Here’s what you’ll gain if you join our team:

- A career packed with opportunity, in a stable and growing company.
- A flexible benefits package where you can choose your own tax-free benefits. From insurance and the Cycle to Work Scheme, to travel benefits and holiday trading - there’s something for everyone.
- A comprehensive programme of learning and development.
- Generous pension contributions.
- A competitive base salary, often with performance-related bonuses and car allowances.


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