ICT Service Designer

Recruiter
Capita
Location
Antrim
Posted
31 Mar 2018
Closes
13 May 2018
Contract Type
Permanent
Hours
Full Time
About the roleCapita Managed IT Solutions are seeking to recruit a highly motivated individual to join their Service Management team as a Service Designer for IT Services management and associated processes and procedures within Capita. Capita MITS are going through a period of transformation, with an increased focus on expansion across the Island of Ireland. The successful candidate will demonstrate a high level of understanding of IT service management, ITSM toolsets, service architecture, business processes, along with concomitant operational implications, and will naturally create service designs that optimise customer satisfaction, whether bespoke or drawn from a service catalogue.You’ll be comfortable describing and developing service elements within financial models, and will take a lead role in relation to service commitments during contract finalisation, contributing to large and complex annuity contracts as well as smaller quick turnaround tenders.You will manage the completion of all associated service documentation (service designs, service models, RACI matrices, etc.) working collaboratively with the operational and technical delivery units to ensure that proposed services are able to be delivered to meet target service levels and performance indicators. This role will be well suited to Transition Managers, Change, Problem & Incident Managers or candidates who are currently working in a Service Management role at a senior level. Responsibilities includeTo provide a Service Design function for design costing delivery and improvement of Service Management propositions within Capita Managed IT Solutions, including; * Define, refine and maintain an up to date view of the Catalogue of Services delivered by the business * Develop designs for delivery of services that are cost effective and meet the needs of the Customer, where necessary engaging directly with Bid Managers, Deal Architects, Solution Architects and the Customer, to develop cost effective designs that provide compelling propositions. * In conjunction with Senior Business Managers, extend the Service Catalogue with new service lines that address strategic market opportunities * In conjunction with Service Delivery Managers and Process Owners, produce detailed process descriptions, workflows and cost models to support the service design * Define, develop and refine relevant and appropriate service levels and key performance indicators that meet the requirements of the Customer and Business * Ensure that Service designs are aligned with best working practice to leverage economies of scale, and that risks, assumptions, issues and dependencies are documented and mitigated * Ensure the Service Design fully supports Service reporting, billing and internal performance and efficiency metrics Desirable Experience: * Experience of developing, implementing and troubleshooting Service Management processes for large scale ICT opportunities (> £1m) * Full end-to-end sales cycle involvement (including PQQ, RFP, Competitive Dialogue and BAFO) in either a Service Design or appropriate Service Delivery role. * Coordinating and preparing business and technical proposals for Customers * Contributing to financial models, managing complex budgets and P&Ls to meet demanding financial targets * Technical writing experience * Ability to collate and present complex technical and business information to senior business and technical audiences * Strong negotiating skills with Senior Managers, peers and Customers * Preparation, collation and presentation of complex business information to support business cases, new business opportunities, etc. * Ability to work to extremely demanding schedules in a pressurised commercial environment to enable delivery on time and to budget * Recognised ITIL Service Management accreditation We transform, we develop, we inspire.Capita is a dynamic and rapidly growing company. We have created a rewarding environment where staff are inspired and motivated to adopt and deliver new ways of working, transforming and delivering services for our clients. Interested?If this sounds like you, then feel free to give me a call on (Apply online only) or email me at Listen | Create | DeliverFollow Capita on twitter @capitacareersFollow Capita on facebook @careersatcapitaCapita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

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