IT Service Design Lead

3 days ago

Cape Town, South Africa Expleo Full time

Overview:
This role plays an instrumental role in defining the IT Services by engaging with all stakeholders to elicit service requirements and outcomes, identifying underlying dependencies and possible duplication, identifying the underpinning processes, people, products and partners, identifying service risks, agreeing on formal end-to-end service levels or deliverables, ensuring technical architecture and/or “Standards” or Policy alignment, structuring of the service definition as per contracting framework to allow for maximum flexibility, and maintenance of the IT Service Catalog.

**Responsibilities**:

- You will be responsible for the establishment of the Service Design capability within the Technology Team.
- Build and nurture a network of trusted relationships with all the different service stakeholders.
- Maintain service descriptions and material to support adoption, and drive adoption with stakeholders.
- Gather service requirements for new Service Requests (Catalog Items).
- Drive and lead continuous improvement efforts to meet or exceed client satisfaction goals and SLAs.
- Drives Event, Incident, and Problem Management efforts for the affected services.
- Service definition:

- Your role will be to ensure that the 4 P’s of ITIL are considered throughout the service definition and design; namely _People, Processes, Products & Partners_.
- Collaborates with business stakeholders, Procurement and IT stakeholders to develop and implement service contracts.
- Liase with other disciplines within the organisation to leverage the inputs from all the stakeholders to identify the service requirements, dependencies and duplication.
- Understand the overall objective of the service.
- Identification of stakeholders, and their roles and responsibilities during the service lifecycle.
- Understand how the various processes within the organisation work together to design the service structure, such as Architecture, Governance, Legal etc.
- Assist with the definition of all the service components in collaboration with the Service Owner. This includes (but not limited to) an understanding of:
- Requirements for the service. This could include understanding specifications, industry best practices, policies, business priorities, objectives and business drivers.
- Outcome / Value / Deliverables of the Services
- Dependencies, Constraints and Restrictions;
- High Level Architectural fit of service components;
- The implementation structure - broken down into milestones, activities and deliverables;
- Acceptance criteria;
- Knowledge management;
- Risk management etc.
- Service catalogue maintenance, ensuring that the catalogue is updated with the relevant service definitions, agreements, SLA’s etc.
- Responsible for working with Service Owners to help define and assist in writing Service Level Agreements.
- Collaborate with vendors and stakeholders to define service metrics to ensure end-to-end continuity of service performance.
- Quality assurance to ensure that the service which is being designed is adhered to during the implementation of those services.
- Manage changes in the service design according to a change control process.

Qualifications:

- Bachelors Degree in Information Systems (or similar)
- Certification in Service Management (ITIL or similar)
- Certification in Business Analysis, Process Engineering, Solution Design or Service Design

**Skills**:

- _Excellent communication skills_, both written and verbal. You can communicate effectively across organisational and technical, understanding the context. You know how to make complex and technical information and language simple and accessible for non-technical audiences. You can advocate and communicate what a team does to create trust and authenticity and can respond to challenges.
- _ Excellent relationship management and collaboration skills_. You can create a collaborative environment and sustain a good service. You can understand and resolve technical disputes across varying levels of complexity and risk. You can solve issues and unblock problems. You know how to drive teams and set the pace, ensuring teams are delivering. You can manage risk, including effectively managing and tracking the mitigation of risks. You can manage various dependencies across teams, departments and government as a whole.
- _ Excellent facilitation skills._ You can guide effective decisions, explaining clearly how the decision has been reached. You have the ability to understand technical complexity and risks, run collaborative design activities, influence others and build consensus.
- _ Good planning and time management skills_
- _ Good business and IT acumen_
- _ Evidence
- _ Customer focus._ You understand customers and can identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You p

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