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Senior Service Designer


Introduction At IBM, our Project Managers excel by leading and coordinating a project team’s overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status report


At IBM, our Project Managers excel by leading and coordinating a project team’s overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management. If you are ready to help our clients and project teams succeed, we would love to meet you!

Your Role and Responsibilities

Background/ Job Description:

An exciting role responsible for designing innovative IT Service Management processes that will align with new digital transformation trends emerging in the market with Hybrid Cloud and AI technologies.

Do you want to make an impact on the future of IBM Consulting? Have a fantastic opportunity to help transform some of the world’s leading organizations across industries? Develop your career, which is limited by your own personal ambition?

IBM Consulting UK & Ireland is on a rapid expansion plan for Service Delivery and Management in the Hybrid Cloud era. We are looking to hire for a number of roles; SIAM lead, Senior IT Service Manager and Senior Service Designer. You will have the opportunity to make impact from day 1 and influence the way forward of this strategic initiative. The roles will be multifaceted with combining supporting clients, active role within sales teams as needed, develop the talent and capabilities to stay relevant in the market as well as continue to enhance/develop personal market eminence.

Key Role & Responsibilities:

  • Has overall responsibility for evaluating and reviewing current ITSM processes and recommending improvements as part of Continual Improvement initiatives.
  • Understand customer’s current Operating Model and IT Service Management processes and proposing processes to leverage existing IT services being provided and aligning to next Generation solutions being built using Cloud and AI Technologies
  • Take full responsibility for the definition of all services as per the needs of the consumer, which includes dependency on services provided by external 3rd parties offering cloud services.
  • Leveraging the new generation ITSM tools like Service Now and utilizing your knowledge to suggest innovative solutions and processes to manage Cloud Service Providers
  • Manage Junior Service Designers manage Discovery workshops and use Design Thinking for evaluating existing IT Service Management processes, identifying gaps and providing recommendations for managing in a Hybrid IT environment.
  • Lead teams of ITIL aligned process designers and guide them in creating process maps, RACI charts and ITSM process interface manuals.
  • Operate with multiple stakeholders and Service Owners to help them understand the optimization of processes with automation and other collaborative tools
  • Establishing strong and collaborative relationships with both client and multiple service providers in the Partner Ecosystem.
  • Actively collaborating with clients Supply Chain / Procurement contract owners and service providers to align contracts and SLAs.
  • Building or amending the existing service management processes aligned to ITIL v4 framework, DevOps approach and Client’s Digital IT Strategy.
  • Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools.
  • Leading Continual Improvement initiatives in the areas of IT processes improvements and suggesting adoption of automation and digitization across the wider business.

Required Technical and Professional Expertise

Skills, Knowledge, and Experience:

  • Conducting Design Thinking workshops
  • ITILv4 Certification
  • Experience and knowledge in creating IT Process interface operational process maps and operations manuals.
  • Knowledge and experience of IT Service Management tool suites, such as Service Now, BMC Remedy, IBM ICD (Tivoli), HP
  • Understanding of Agile, Lean and DevOps principles
  • Knowledge of Cloud Computing – Azure, AWS, Google Cloud, IBM Cloud
  • Excellent verbal and written communication capabilities, with the ability to interact and influence at all levels of the organization.
  • Strong problem-solving skills and the ability to logically break down a problem into smaller, manageable parts to solve.
  • Ability to organize, delegate, and leverage resources to accomplish objectives.
  • Supervisory skills and the ability to leverage support from other parts of the organization.
  • A proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
  • Demonstrate a very high level of political and business awareness, acutely aware of organizational sensitivities and business conflicts.

Preferred Technical and Professional Expertise

About Business Unit

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

Your Life @ IBM

Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.

About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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