Service Designer - National Crime Agency - SEO

Location

Belfast, Birmingham, Bristol, Calder (Normanton), Leicester, London*, Warrington

*To note for candidates selecting London as a preference - For roles based in London, your contractual place of work will be Stratford. While the Stratford site is expected to become operational from November 2025 – March 2026, you will be required to carry out your contractual duties from Vauxhall or another reasonable location on a temporary basis during the interim period. Please note that, as Stratford will be your contractual place of work, any subsequent move from a temporary location will not entitle you to payments for travel time or costs under the Relocation and Excess Travel Policy

About the job

Job summary

Within the Digital, Data & Technology area of the NCA, as are constantly evolve and expand our capabilities we need people with strong experience of service management practices to ensure that new Services are designed to support our end users in the delivery of their functions. 

The quality of the services delivered by the NCA directly impact our ability to meet our mission of tackling serious and organised crime, so these roles are crucial for the success of the NCA and it's wider aims and objectives.

Virtual Open Evening Event  

If you would like to find out more about the role and the application process we will be holding virtual opening evenings via MS Teams on Wednesday 6th August 2025 at 18:00.

This event is by invitation only.

To register, please click on the following link Register Here

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Registration will close on 5th August 2025 at 12:00.

You will not be able to register after this date and time.

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Job description

Your role will sit within the Service Design & Transition team and you will utilise your Service Management experience and knowledge to provide expertise to project teams, ensuring incoming services align to ITIL-based processes. 

Your role will involve translating the project’s technical service and end user requirements into a supported, secure and operational service, in alignment with current NCA operational processes. This role involves working with a variety of stakeholders to manage risks and build consensus around a design approach. You will be able to to work in alignment with current standards and policies, and will provide support to wider team members where required.

Duties and Responsibilities  

• Understanding and adhering to key Service Design & Transition and wider NCA processes and documentation, ensuring appropriate engagement with the appropriate (internal and/or external) functions: Will adhere to and respect Service Design & Transition processes, as well as any processes outside of the Service Design & Transition practice (e.g. project management office, enterprise design assurance - technology, change enablement.
• Collaborating with stakeholders to translate customer requirements, business requirements and contractual obligations into end-to-end service design:  Collaborating with internal and external stakeholders, including project teams, to identify and understand requirements for supporting the service post-implementation. Completing impact analysis of system and regulatory changes, identifying, understanding and assuring service risks, dependencies and issues.
• Working with operational teams to design service wraps and processes, including incident management, change management, problem management, availability management, and other core ITIL practices: Designing and building core ITIL-based processes to support the services you are assigned to. This involves working with key stakeholders, both internally and externally, to ensure the processes are as efficient and in alignment with wider policies as possible.
• Working with suppliers to ensure the support requirements for services can be fulfilled by current contractual obligations, and requesting uplifts where required: Ensuring any new support requirements for a supplier are worked through with the supplier and in place for go-live. Additionally, ensuring the NCA have a method to complete useful supplier management and ensure supplier performance after go-live.
• Ensuring risk management is undertaken appropriately for the services you are assigned:  Identifying, understanding and assuring service risks, dependencies and issues. Highlighting to the project manager the impact that these may have on the project, whilst mitigating those within scope.
• Following the Service Design & Transition process utilising key artefacts to capture information gathered: Driving forward the production, collation and completion of service design documentation, including service acceptance criteria.
• Ensuring visibility, transparency and communications are open across teams, including regular reporting on progress: Provide regular updates of progress, challenges, risks, and planned tasks to key stakeholders.
• Present the end-to-end service design at the Service Transition Review Board, gaining approval to proceed into early life support and delivery into business as usual:  Presenting at the Service Transition Review Board to receive feedback and seek approval to proceed.
• Championing the Service Design & Transition process, including identifying and implementing continual improvements: Representing the Service Design & Transition team at project level. Provide insight and participate in continual improvement initiatives.
• Potential for supporting multiple services/projects and the wider team:  May work across multiple services at the same time. Provide/participate in peer reviews to other team members. Support Junior service Designers where required.

**Please note SC Enhanced on entry - DV STRAP must be obtained whilst in role. Those who do not achieve DV STRAP will be at risk of termination**

Person specification

• Experience of managing a live service: Having experience of managing a live service within a service management function, utilising ITIL-based service support processes.
• Experience of designing service management processes and support models: Having experience of designing service support processes and support models, including processes such as Change Enablement, Incident Management and Request Fulfilment.
• Experience of managing a diverse range of stakeholders: Having experience of working with various stakeholders, both internal and external. Managing communications across multiple channels to ensure correct level of engagement and visibility with stakeholders.
• Knowledge of transitioning new services into a live environment: Understanding of steps required to transition a new services into a live environment. Awareness of the common path to live options that organisations employ to implement a new service or significant changes to a current service.
• Problem solving: Using logic and imagination to make sense of a situation and find an intelligent solution.

Skills, Knowledge or Experience

• Understanding of how a service is designed, including designing support processes.
• Understanding of how a service is transitioned into the live environment, and the relevant gateways/milestones that need to be met in order for this to happen.

Qualifications

Valid ITIL V3 or V4 foundation certificate and / or experience of service design