Senior Service Designer

What does the job entail?
As a service designer you are responsible for designing and owning the service offers for each of our customer segments.
Research and understand

• Understand the needs of the customers, partners and internal teams and embed great customer experience at the heart of all service design
• Understand what RM products and services do and how they can be combined to provide an excellent overall experience for the customer

Design and document

• Design and document service packages for each of our target customer segments that comply with organisational, service, technical and security standards
• Establish, own and maintain the service catalogue, including influencing and guiding the business on how to use it

Continually improve

• Refine and continually improve services throughout their lifecycle.
• Find opportunities for improvement to customer experience and/or cost efficiencies and drive through those changes

Collaborate

• Work with the team of product managers and product designers and with stakeholders across the business to understand the feasibility and viability of your solutions.
• Work closely with the operational teams delivering the services to ensure they are delivered to quality.
• Work closely with service architects to define how the service packages will be implemented, and with service transition to define how customers are onboarded

Own commercials

• Own the commercial success of the service packages, including costing, pricing and management of a virtual P&L

Lead service design

• Set the standard and advocate for good service design, supporting other team members in their understanding of the role, including line management where needed
• Build a high performing team of service designers, identifying required resource levels and building the business case for growing the team

What are we looking for?

Service design excellence

• You have proven ability to design transformational services in global 24×7 operations in a high stakes B2B environment.
• You have ITIL 4 certification or experience working within other modern service delivery frameworks

User focus

• You take a user-centred approach to your decision making, you understand the difference between user needs and desires of the user and you focus on enabling excellent customer experience, whilst working within the business constraints.

Communication & influencing

• You listen to and interpret between the needs of customers and stakeholders, effectively manage expectations and facilitate difficult discussions where necessary.

Change management

• You advocate for and influence change within and outside of your immediate team

Leadership, ownership & accountability

• You effectively manage and grow high performing teams
• You own and drive forward your areas of accountability

Strategic thinking

• You understand the needs of the business and ensure your decisions are aligned to business strategy

Commercially minded

• You confidently produce and maintain cost models and pricing models, working with finance experts where needed

Domain Experience

• You are passionate about education and may have some prior experience in the industry