Service Design & Introduction Summary
CGI
Location – Flexible / Remote
Job OverviewMain Purpose Of The Role
- Ensure new, changed and continuously evolving services are designed, introduced and assured so they are operable, secure, resilient, supportable and measurable from day one. The role enables safe transition across project, product, agile and hybrid delivery models by ensuring service readiness, acceptance evidence, support models, supplier obligations and customer outcomes are defined and validated before live operation.
- Engage early with business, product, architecture, project and technology teams to shape service requirements and translate business outcomes, technical designs and customer needs into fit for purpose service models.
- Define and validate service non functional requirements, including availability, capacity, performance, recoverability, security, monitoring, supportability, maintainability and customer experience measures.
- Create, govern and maintain Service Design artefacts covering people, process, technology, partners, data, tooling, service ownership, operational support models and supplier integration.
- Define effective Operational Acceptance Criteria and ensure they are signed off, validated and evidenced by the appropriate stakeholders before go live or material service change.
- Embed service design and operational readiness into agile, product led, waterfall and hybrid delivery models, enabling faster and safer change without compromising service stability.
- Ensure cloud, SaaS, infrastructure, workplace, application and third party services have clear ownership, support routes, escalation paths, operational processes and measurable service outcomes.
- Work with Cyber Security, Risk, Architecture and Service Operations teams to confirm that security, resilience, backup, disaster recovery, compliance and regulatory readiness requirements are understood and evidenced.
- Ensure monitoring, alerting, observability, service dashboards, knowledge articles and operational runbooks are in place to support proactive service assurance and effective incident response.
- Support automation and tooling improvements across ITSM workflows, service mapping, CMDB data quality, knowledge management, request fulfilment and self service enablement.
- Ensure services, assets, attributes, dependencies and configurations are accurately recorded and maintained in the CMDB and associated service management tooling.
- Contribute to Go/No Go decisions by making clear recommendations and constructively challenging readiness where service acceptance evidence, operational risk, customer impact or supplier preparedness is incomplete.
- Ensure hypercare, warranty or Early Life Support arrangements are planned, owned, measured and completed against agreed entry and exit criteria before transition into BAU.
- Support Continual Service Improvement by capturing lessons learned, service performance insight, operational feedback and customer experience data from live service operation.
- Drive ongoing development of Service Design & Introduction processes, standards and guardrails, including the Business Criticality Framework and service level definition approach.
- Improve measurable service outcomes by reducing operational risk at go live, improving acceptance quality, strengthening CMDB and service data completeness, and enabling faster, safer transition into live operation.
- Collaborate with DTS, business stakeholders and supplier partners to deliver resilient, customer focused technology services and measurable service improvements.
- Business Product Owners and Service Owners
- Project, programme, product and change delivery teams
- Solution Architecture and Enterprise Architecture
- Service Transition and Service Operations
- Service Delivery Management and Service Assurance teams
- Incident, Problem, Change, Release and Knowledge Management teams
- Cyber Security, Risk, Compliance, Resilience and Data Protection teams
- Cloud, platform, application, workplace and infrastructure engineering teams
- Supplier, vendor, SIAM and commercial management teams
- Teams across the wider DTS and business functions
- Audit, Risk, Conduct and Executive Reporting teams
Work Experience & Functional/Technical Skills Required
- Strong understanding of modern IT Service Management and experience supporting complex, diverse and business critical technology services in a service focused organisation.
- Knowledge of ITIL 4, DevOps, agile delivery, product led operating models and how Service Design & Introduction integrates with each.
- Experience defining service readiness for cloud, SaaS, hybrid infrastructure, digital workplace, application and third party managed services.
- Understanding of cyber security, operational resilience, disaster recovery, backup, monitoring, observability and compliance requirements within service design.
- Ability to interpret architecture, technical and delivery information and convert it into practical service models, operating procedures and acceptance criteria.
- Experience working with ITSM platforms, CMDB/service mapping, workflow automation, knowledge management, self service and service reporting tools.
- Knowledge of managing performance across third parties, internal teams and multi supplier environments, including SLAs, OLAs, KPIs, XLAs and service obligations.
- Required: Relevant professional experience and qualifications in IT service management, service design, service transition, technology delivery or digital service assurance.
- Required: ITIL Foundation certification, ideally ITIL 4, or equivalent demonstrable service management experience.
- Desirable: ITIL 4 Specialist certification, such as Create, Deliver & Support, or equivalent service design/service transition certification.
- Desirable: Agile, DevOps, cloud, cyber resilience, service automation or AI enabled service management certification.
- Desirable: SIAM, supplier management or service integration experience for multi vendor environments.
Core Capabilities
- Collaboration and relationship building: communicates clearly with technical, business and supplier audiences, simplifying complex information and aligning stakeholders around shared service outcomes.
- Stakeholder engagement: builds trusted relationships with internal and external stakeholders, listens to their needs, manages expectations and influences decisions across delivery, operations and governance forums.
- Prioritisation and decision making: guides effective decisions by balancing customer experience, operational readiness, resilience, risk, delivery pace and technical complexity.
- Customer and colleague focus: uses service insight, experience measures and operational data to design services that are reliable, accessible and effective for customers and colleagues.
- Risk, resilience and safety awareness: identifies risks associated with the role and takes appropriate steps to mitigate them, including cyber, service continuity, operational resilience and compliance considerations.
- Constructive challenge: challenges decisions, activities or delivery approaches where they may not lead to the right customer, service, security or business outcome.
- Adaptability and continuous improvement: asks insightful questions, navigates ambiguity and uses feedback, service data and lessons learned to improve service design and introduction practices.
- Advanced understanding of IT Service Management and ITIL 4, including how service design, transition, operations, governance and continual improvement operate across the service lifecycle.
- Ability to align technology services with business objectives, including service strategy, service ownership, operational readiness, experience level outcomes and measurable service performance.
- Broad technical understanding across technology domains such as networks, end user compute, infrastructure, cloud, SaaS, platforms, operating systems, databases, integrations and enterprise applications.
- Strong understanding of ITSM, DevOps, agile and product led delivery practices and how they support faster, safer and more customer centred service change.
- Capability to define service assurance requirements, including monitoring, alerting, dashboards, service health indicators, runbooks, knowledge articles and operational reporting.
- Analytical capability to interpret service, operational, customer experience and delivery data, identify trends and recommend improvements.
- Strong business relationship management skills, including the ability to understand stakeholder needs and communicate effectively across business, technology, operational and supplier teams.
- Vendor, supplier and service integration capability, including the ability to manage service expectations, validate supplier readiness and support high quality outcomes through third party and multi supplier delivery models.
- Understanding of service automation, AI enabled service management, ITSM tooling, CMDB data quality, service mapping and digital workflow enablement.
Required Qualifications To Be Successful In This Role
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