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Service Design Manager

Location Preston, United Kingdom
Posted 03-September-2021

Service Design Manager

Role Summary

We have an exciting new contract opportunity based in Preston as a Service Design Manager.

The role will be an initial 6 month contract and will provide you with defining and documenting service models for newly introduced or upgraded services. The Service Design Manager is responsible for creating service models in-conjunction with an array of projects and service stakeholders.

Key Responsibilities

Identify all required all service support and administration processesIdentify all Configurable Items (inc hardware, software and services) which need to be proactively managed to ensure continuity of service in the long termDesign provisioning workflow processesEnsure incident, change, request, reporting, capacity management, event management and finance billing processes are designed and agreed.Detailing service capacity and availability plansAgreeing service SLA and KPIsSupport user acceptance and testingDetailing service stakeholder roles and responsibilitiesProvide consultant support for end user communicationsConducting service user experience reviews to meet CSAT targets and provide support to communication mangersProduce OSP which detail how multiple service suppliers work together and resolve disputesFully document service models within an comprehensive SDP for hand over to Service Transition Manager for implementation.

Key skills & qualifications

Define support strategies and models in support of projects (billable to projects)Ensure service models are designed that support a proactive management prevent agendaEnsure that user experience is 'designed in' by projectsRepresent the end user experience input into Changes and Transition/ORR activitiesSponsor and lead Service Improvement initiatives associated with user experienceEnsure service experience design supports positive CSAT outcomes.Present progress updates by way of presentation to customers.Report service development progress on a routine basisEscalate issues as required in a timely fashionAdvise project resource requirements and service Delivery FTE impactTo fully understand the business goals and needs of clients by immersing yourself in their environmentTo have a clear understanding of user experience and user-centric designTo understand industry standards relating to performance metrics and user interface experiences

What we're looking for in you

Excellent verbal and written communication skills.

Well-developed analytical/problem solving/decision making skills.

Strong organisational skills who is adaptable in a fast-paced environment.

Stakeholder management skills.

Location: Preston

Rate: 355.38 perday (INSIDE IR35)

AAP3 is acting as an Employment Business in relation to this vacancy.

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