Head of Service Definition and Design

2 weeks ago

England, United Kingdom Bell Integration - Driving Digital Transformation Full time

Overview


Job title: Head of Service Definition and Design

Reporting to: Director of Modern Workplace

Responsible for: Service Design and Definition for services delivered to Bell’s Customers

Based at: Remote – with some travel when required

Scope: All services delivered across one or multiple practice(s)


The Service Definition and Design function sets the standards for service design, transition, and delivery for Bell. 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 Bell support functions in the qualification, definitions and design of services to ensure a positive customer experience and an efficient ongoing delivery of the service.


The Role


The Head of Service Definition and Design is 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 Bell 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 Bell’s internal processes and service delivery


Experience & Skills:

  • Minimum of 5 years’ 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


Why Join Bell

  • We prioritise internal development opportunities and offer access to our Udemy training platform
  • Competitive Salary
  • Flexible remote working and a supportive environment for varying personal circumstances
  • A diverse and inclusive work culture
  • Modern vibrant workplaces
  • Company pension
  • Private healthcare/dental care
  • Cycle to work scheme
  • And much more


Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.

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