Service Design

Whitbread are the largest UK Hospitality company - and own the UK's number 1 Hotel brand

**Role: Service Design & Transition Lead**

**Perm
- £50k - £58k (flexible) + up to 30% bonus.**

**Function: Technology**

**Location**: Dunstable, we have a fantastic hybrid working environment, you’ll need to be in the office at least 2 days per week but the rest of your week can be flexible to what works best for you and your role.

You will be primarily accountable for the successful design and transition into live operations of new, or changes to existing, services provided by IT.

As well as all the other exciting stuff, you will be accountable for the definition, documentation, and assurance for the new or changed service including support model, SLAs, support schedules, non-functional requirements and perform impact assessments and gap analysis between Whitbread standard support models and the requirements.

**Inside the role**:

- Assure that projects are delivered into live Service in a controlled and safe manner.
- Service Impact Assessment of projects and their scope, capturing areas of risk or direct impacts to support planning the service design and introduction.
- Reviewing IT Service requirements that underpin the service design, ensuring that functional and non-functional aspects are factored in
- Document the design of the service
- Ensure that transition plan aligns all stakeholders with the project and wider IT teams.
- Assure implemented service components with identified teams or 3rd party suppliers.
- Ensure service rehearsals prove service readiness to enter deployment.
- Define early life support requirements and drive into project activities.
- Responsible for the capture, tracking and sign-off of service acceptance criteria.
- Work with procurement to onboard new suppliers through commercial negotiation and setting up the underpinning service contract/schedules to ensure it meets the needs of Whitbread.
- Assure the production of service documentation (knowledge articles, recovery plans, service processes etc..).
- Ensure all non-functional aspects, such as licensing, are handed over into IT operation.
- Facilitate the transfer any agreed risks or issues into IT operation.

**We’re open to you**:

- Service Design & Transition experience - including Service design from end to end.
- Experience of identifying and building service contracts with 3rd party suppliers
- Demonstrable, strong working knowledge of ITIL Service Management framework and process areas
- Excellent interpersonal skills to own the IT Service deliverables inside a project framework.

We’re 1,200 hotels and restaurants in the UK, Germany and the UAE, but we’re more than that. We’re the 35,000 people supporting our brands every day. The ones sourcing the nation’s favourite breakfast, plating up family favourites, and the great night’s sleep guaranteed people. We’re also always preparing for new openings, looking ahead and revamping our online presence. We do it for our guests, and it’s the details that keep them returning time and time again. We could be at the end of their road, their trusty choice for business trips, or we could be the place they associate with big celebrations up and down the country. We’re a constant in a changing world, and we’d love you to join us. Bring your energy, ideas and sense of fun, we’re waiting and so are our brands.

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**In return, we will offer you**:

- An annual Whitbread performance incentive worth up to 30% of base salary
- An optional contributory pension matched up to 10%
- Family BUPA healthcare
- Up to 60% discount on Premier Inn stays and a regular 25% discount in our Restaurant brands
- Access to Whitbread’s Save As You Earn scheme, with a fantastic 20% discount on Whitbread shares
- Recognition for service anniversaries, starting from 1 year
- Access to a range of discounts from everyday brands
- Charity donations through our Give and Match and Raise and Match schemes
- A collaborative work culture that focuses on enabling your success and continuing your personal development
- Hybrid working and a genuine flexible working policy

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Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQ+ community (those who identify as lesbian, gay, bi, trans, and non-binary or those who use a different LGBTQ+ term), are strongly encouraged to build a career with us. We are open to part-time and flexible working and, where possible, will try to support this.