Redhill, United Kingdom | Posted on 17/09/2026
Redhill, Surrey | Hybrid Working | 16-MonthFixed Term Contract
TheOpportunity
A leading global technology and engineeringorganisation is seeking an experienced Service Design Manager to join amajor long-term transport technology programme.
The role is responsible for defining andimplementing the service design and service transition approach across alarge-scale, business-critical technology environment, ensuring changes aredesigned, assured and transitioned into live service in a controlled andcompliant manner.
The Service Design Manager will lead servicedesign activities across the end-to-end service landscape, ensuring theappropriate processes, tools, organisation, documentation and governance are in place to support effective delivery throughout the full servicelifecycle.
This is a senior role working across technicalteams, operational stakeholders, suppliers and customer representatives toensure new and changed services meet business objectives, operationalrequirements and agreed service acceptance criteria.
KeyResponsibilities
- Define, maintain and continuously improve the Service Design andService Transition Plan, ensuring alignment with contractual andgovernance requirements.
- Lead the development of end-to-end service designs coveringdesign, change management, testing, transition and decommissioning.
- Ensure new and changed services can be implemented safely andeffectively while minimising disruption to live operational servicesand customers.
- Define and manage service acceptance criteria, system impactassessments and requirements traceability through design, delivery andtesting.
- Coordinate across multiple suppliers, technical teams andinterfacing parties to ensure integrated service design and clearaccountability.
- Ensure service designs meet agreed business, quality, security,compliance, operational and cost requirements.
- Oversee the production and governance of key service designartefacts, including high-level designs, low-level designs, supportmodels, impact assessments and assurance documentation.
- Ensure services are designed for resilience, scalability,performance and supportability, including the identification andmitigation of single points of failure.
- Lead the service assurance process, ensuring appropriatedesign, development, testing and release activities have been completedand approved prior to deployment.
- Lead and support Change Advisory Board (CAB) activities,ensuring the service implications of proposed changes are appropriatelydefined, assessed and approved.
- Drive operational readiness and service transition,including release management, deployment, training, early life support andsuccessful handover into live operations.
- Identify and manage service design and transition risks,dependencies and potential operational impacts.
- Work closely with service management, engineering, architecture,operations, testing and project delivery teams throughout the servicelifecycle.
Experience& Skills
The successful candidate will ideally have:
- Proven experience in Service Design and Service Transition within large-scale, complex IT, technology or systems integrationprogrammes.
- Strong experience across the end-to-end service lifecycle,including design, testing, change management, release and transition.
- Experience producing and managing service design artefacts,including option analysis, impact assessments, high-level designs,low-level designs and service documentation.
- Experience defining and managing service acceptance criteria,traceability matrices and assurance processes.
- Strong knowledge of ITIL service management principles,particularly Service Design, Service Transition, Change Management andContinual Improvement.
- Experience working within multi-supplier environments,coordinating dependencies and interfaces across multiple organisations.
- Good understanding of non-functional requirements, includingsecurity, resilience, availability, performance, scalability andsupportability.
- Experience identifying, managing and mitigating risks associatedwith service design and transition.
- Strong governance and documentation experience, includingsupporting formal assurance, approvals, audits and change control.
- Experience working with Change Advisory Boards (CAB) andformal change management processes.
- Excellent stakeholder management and communication skills, with theability to work across senior management, customers, suppliers andtechnical teams.
- Ability to translate complex technical changes into clearoperational and service requirements.
Qualifications
Ideally candidates will hold:
- Bachelor’s degree in Computer Science, Information Technology,Engineering or a related discipline, or equivalent professionalexperience.
- ITIL 4 certification –Foundation as a minimum, with advanced qualifications preferred.
- Knowledge or experience of ISO 20000 or equivalent ITService Management standards.
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