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Principal Service Designer, London





London, United Kingdom 

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**Principal Service Designer** **London** Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this. **Why this role matters** + In order to deliver on TSO’s ambition to build ‘stand out services’ with effortless experiences for our customers and employees, the IT organisation needs to undergo a significant transformation - to the way in which we operate (with our customers, our colleagues and our tech partners), to the services that we provide and to the skills and capabilities we require to enable this change. + The transformation will be led through vehicles such as ‘Novator’ (focused on improving our cost base) and ‘Da Vinci’ (focused on transforming the way in which we work, shifting the entire IT organisation to be a human-centred, service-oriented mind-set). + The Principal Service Designer will have responsibility to set, guide the direction and establish the methodology of the cross-functional Design Squad, as well as set the bar for innovation, quality on research and design outcomes and will be recognised as subject matter expert in service design both internally and externally. + The Service Designer will provide sophisticated coaching and mentoring across IT and TSO to embed human-centred design practices and will assure service readiness. + The role will have substantial impact on the entire technology organisation via a catalogue of IT Services and will interact with other business functions within BT. + The Principal Service Designer will have broad, deep and practical experience in human-centred research recognised externally and service design approaches, as well as an understanding of how to design digital and service-oriented solutions that may be required as part of an IT service. Their technical expertise will be balanced with very strong and sophisticated interpersonal skills that make them a natural facilitator, negotiator at senior levels and collaborator with challenging and senior IT and Business stakeholders. + The role holder has a very high commercial/business knowledge and awareness, to fully understand and guide the impact of IT services on business strategy, all BT business areas and revenue generation. **What you'll be doing** + Facilitating the definition of the strategic IT service roadmap and supporting the evaluation of services to ensure they are viable, scalable, repeatable and sustainable. + Assuring the service development lifecycle to ensure that all services are designed in accordance with agreed service design principles and processes. + Gathering insight internally and externally to ensure service design methods are industry best practice. + Providing coaching and support to service owners and design squad members to embed human-centred service design practices across IT and TSO. **Key elements of the role:** + Assurance of IT services through the service development lifecycle via the agreed models and tools as defined by the Service CoE + Provide industry best practice insight to guide and co-create the strategic services roadmap for IT including phasing. + Coach Design Squads and the broader IT/TSO environment in service design practices (e.g train the trainer, service design clinics, vlogs) + Periodically review and refresh the service design organisational architecture, strategic assets and operating model. + Provide frameworks for research andexperiments that enable hypothesis definition and prototyping. **We'll also need to see these on your CV** **Qualifications:** + Qualified to secondary education level, or equivalent professional qualifications or experience + Completed ITIL v3 Foundation & Practitioner CBTs on Route2Learn. **Skills/Experience:** + A Connected Leader who role models through their own behaviour and actions, embedding change by inspiring, coaching, holding them-self and others to account and setting the right cultural tone for IT and TSO. + 7 years of design experience with at least four years of service design thinking experience. + Project leadership – 3 years of leading multiple disciplinary teams. + Ability to utilise industry network to seek new resources to build capacity. + Effective stakeholder management: demonstrated ability to build and manage relationships across internal teams, consultants, architects, analysts, Finance and HR personnel. Strong communicator and collaborator: ability to articulate complex solutions clearly, and solicit the best work from cross functional teams. **Obligatory Requirements:** + Graduate degree – BA or BFA in a related field. + Professional design experience: has a portfolio of work that demonstrates the ability to design and prototype digital or service solutions. **Why choose us?** We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community. **Job:** _IT, Systems and Security_ **Title:** _Principal Service Designer_ **Location:** _GBR %26 Ireland-GBR-London_ **Requisition ID:** _83204_
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British Telecom

London, United Kingdom
Web Site: www.bt.com
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