Service Design

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

**The role: Service Design & Introduction Lead**

Join our BA Digital team as a Service Design & Introduction Lead You will play a pivotal role in shaping the future of IT services for British Airways. You’ll oversee the design, development, and smooth transition of new services, ensuring they are robust, scalable, and aligned with best practices, directly contributing to the flawless operation of our airline.

**What you’ll do**:

- Own the design of new IT services, ensuring alignment with business objectives.
- Oversee the transition from development to production, ensuring smooth deployment.
- Manage a portfolio of projects, defining IT Operations requirements and costs.
- Support Project Managers through service introduction processes.
- Identify and mitigate risks associated with new services.
- Provide consultancy and support for RFP work.
- Conduct post-implementation reviews and ensure compliance with defined standards.
- Implement quality assurance processes to ensure performance criteria are met.

**What you’ll bring to British Airways**:

- Strong project management skills, overseeing service transitions from conception to production.
- The ability to form and maintain positive relationships with senior stakeholders.
- Effective problem-solving and analytical skills to address challenges during service transition.
- A structured and organised approach, ensuring delivery to time, cost, and quality standards.
- Excellent communication skills, with proficiency in written and spoken English.
- Ability to work under pressure and make clear, informed decisions.

**Your experience**:

- A proven track record in supporting service introduction activities in a sophisticated global organisation.
- Experience with Managed Service Providers and outsourced IT models.
- A background in delivering change and compliance to standard processes.
- Experience in creating documentation and training materials.
- Exposure to operating across multiple countries and cultures is desirable but not essential.

**What we offer**:
We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

**Inclusion & Diversity**

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.